Senior Associate - Service Desk ( SD1 )

Microland Limited; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

Microland Limited is seeking an IT Helpdesk/Support Agent to handle calls, emails, and chat from users globally. You will troubleshoot desktop applications, Windows OS issues, and basic network problems, following SOPs and knowledge base articles. You will document and prioritize tickets and contribute to knowledge base updates.

The role may involve rotating shifts and requires strong communication and collaboration to ensure timely issue resolution.

Qualifications

• Bachelor's degree or diploma in computer science/IT or equivalent.

Responsibilities

• Handle incoming calls, emails, and chat from users; may require rotating shifts.
• Recording, classifying and prioritizing tickets.
• Providing initial support and troubleshooting based on knowledge base articles.
• Contributing to knowledge base with new articles.
• Remote support of end-user machines when required.
• Route requests to appropriate support groups or third parties when unresolved.
• Monitor status and progress of open tickets toward resolution.
• Keep users informed about progress and resolution.
• Escalate when necessary.
• Ensure ticket closure within SLA.
• Attend trainings and certifications for set competencies.

Skills

Behavioral

Aptitude

Communication

Windows OS

Desktop Apps

IT Service Management

Service Desk

Behavioral

Aptitude

Communication

Customer Support

Basic Network

Basic Datacenter

Security

Education

Bachelor's degree / diploma in CS/IT

Job description

Education Qualification :

Bachelor?s degree/diploma in computer science or information technology or equivalent

Skills :

• Primary -> Behavioral | Aptitude|Communication | 1 - Aware
• Primary -> Technology | Windows OS/Desktop Apps | 3 - Experienced
• Primary -> Process | IT Service Management/Service Desk | 2 - Knowledgeable

Skills :

• Secondary -> Behavioral | Aptitude|Communication | 1 - Aware
• Secondary -> Functional | Customer Support | 1 - Aware
• Secondary -> Technology | Basic Network, Basic Datacenter, Security | 3 - Experienced

Responsibilities

• Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift
• Ability to comprehend end users from international locations over the phone
• Recording, classifying and prioritizing tickets
• Providing initial support and troubleshooting based on Knowledge Base articles
• Contributing to Knowledge Base with new articles
• Taking a remote of an end users? machine if required while troubleshooting ?
• Routing requests to the appropriate?support groups\ third party suppliers when tickets are not resolved during initial support?
• Monitoring the status and documenting the progress towards resolution of all open tickets?
• Keeping affected users informed about the progress.?
• Escalating the process if necessary?
• Resolution confirmation and closure of tickets within?the SLA?
• Attend trainings and complete certifications for set competencies?

Technical Skills

• Ability to differentiate between different type of IT assets
• Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
• Understanding of desktop applications and how do they work, installation and uninstallation
• Ability to support users in business applications based on SOP?s
• Troubleshooting Desktop/Application remotely
• Ability to carry out Disk management, Disk Encryption, Wireless configuration
• Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
• Ability to Install and configure email client, troubleshoot connectivity issues
• Ability to troubleshoot calls for printers and copiers locally and remotely
• ?Basic Networking (Protocols/OSI Layers/IP address)

Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain ? (For MSP and Enterprise)