Senior Associate - Service Desk ( SD1 )

Microland Limited; Gurugram District; On-site; INR 210,000 - 320,000; Full time

Job summary

Microland Limited in Gurugram seeks an IT Helpdesk professional to handle user queries, troubleshoot desktop OS, and provide initial support. You will assist users across locations, document issues, and contribute to knowledge base articles.

The role may require rotation shifts, ticketing, and adherence to SLAs while delivering effective remote and on-site support to international users.

Qualifications

• Bachelor's degree or diploma in computer science or IT.
• Strong communication and customer-handling abilities.
• Experience with Windows OS and desktop applications.
• Familiarity with ITSM / service desk processes.

Responsibilities

• Handle incoming calls, emails, and chat from users; rotational shifts may apply.
• Understand end users from international locations over the phone.
• Record, classify and prioritize tickets.
• Provide initial support and troubleshooting using knowledge base articles.
• Contribute to knowledge base with new articles.
• Remotely take control of end users' machines when required.
• Route requests to the appropriate support groups or third-party suppliers if unresolved initially.
• Monitor status and document progress toward resolution of open tickets.
• Keep users informed about progress; escalate when necessary.
• Close tickets within SLA after resolution; attend trainings and certifications.

Skills

Behavioral skills

Aptitude

Communication

Windows OS

ITSM / Service Desk

Domain setup & joining PCs

Education

Bachelor's degree / diploma in CS/IT

Job description

Education Qualification :

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

Primary Skills :

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

Secondary Skills :

• Behavioral | Aptitude|Communication | 1 - Aware
• Functional | Customer Support | 1 - Aware
• 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)