IT Service Desk Technician

NOV; Ernakulam; On-site; INR 3,00,000 - 5,00,000; Full time

Job summary

A global technology firm is seeking a Service Desk Technician to provide exceptional support for IT-related issues. This role involves assisting internal customers, troubleshooting hardware/software problems, and maintaining documentation in the ITSM tool. Applicants should be fluent in English, possess strong interpersonal skills, and have at least 1 year of experience in a similar position. Relevant certifications are a plus.

Qualifications

• Minimum of 1 year of relevant work experience.
• Comptia A+, Comptia Network +, and ITIL certifications are a plus.

Responsibilities

• Assist internal customers with IT-related issues.
• Respond to requests in the ITSM tool in a timely manner.
• Follow documented processes for troubleshooting.
• Document troubleshooting details in the ITSM.
• Create documentation articles in Confluence.

Skills

Diagnosing and repairing computers

Proficiency in PC software

Excellent technology skills

Fluent English

Strong communication skills

Problem analysis and resolution

Education

High school diploma or equivalent

Associate's or Bachelor’s degree in technology-related field

Tools

Jira Service Desk

Confluence

Job description

Do you have a passion for solving a variety of technical issues? Are you enthusiastic and process-driven? Do you love working with others to find solutions? If this interests you, we are looking for a Service Desk Technician with a real desire to provide our internal customers with the highest quality of service by responding to incoming calls and Service Desk tickets, diagnosing, and resolving problems remotely.

Our team is a key component of the Corporate IT department, serving our fellow employees around the globe for level one and two issues and collaborating with field support and other IT teams for more advanced issues.

Responsibilities

• Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, or other IT-related issues
• Respond to requests in our IT Service Management (ITSM) tool in a timely manner
• Follow documented processes to assist and troubleshoot
• Document details from investigating and troubleshooting calls and requests within our ITSM, Jira Service Desk
• Escalate requests to next level support when necessary
• Create additional documentation articles in Confluence (Wiki) to help the team solve similar issues
• Comply with policies, procedures, and guidelines

Requirements

• Experience diagnosing and repairing computers
• Proficiency in conducting PC software, printer and multi-function device support
• Excellent technology skills and flexibility adapting to new technologies and systems
• Ability to speak fluent English
• Strong communications and interpersonal skills with the ability to build trust and integrity in your relationships with customers
• Self-motivated, but also an excellent teammate, who can work with people at all levels of the organization
• Good problem analysis and resolution, impact verification, and troubleshooting experience
• Ability to explain technical issues to technical and non-technical employees and customers.
• Ability to diagnose problems across multiple IT disciplines
• Minimum of 1 year of relevant work experience and/or specialized training
• High school diploma or equivalent
• Associate's or Bachelor’s degree in technology-related field a plus, but not required
• Comptia A+, Comptia Network +, and ITIL certifications a plus.

We are an equal opportunities employer and welcome applications from all qualified candidates. We are committed to providing a work environment that is free from discrimination and harassment, and where all employees are treated with dignity and respect.