Senior Associate - Service Desk ( SD1 )

Microland Limited; Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

Microland Limited is seeking an IT Helpdesk Analyst in Mumbai to handle frontline user support across calls, emails, and chat. You will diagnose issues, document tickets, and provide initial troubleshooting while adhering to SLA and Knowledge Base guidelines.

You will interact with international users, manage ticket queues, and contribute to the knowledge base. Training and certifications will be provided.

Qualifications

• Bachelor's degree or diploma in computer science or IT.
• Experience with Windows OS and desktop applications.
• Familiarity with IT service management and service desk processes.
• Ability to handle international end users via phone and chat.

Responsibilities

• Handle incoming calls, emails, and chat from users; may require rotational shifts.
• Understand end users from international locations over the phone.
• Record, classify and prioritize tickets.
• Provide initial support and troubleshooting based on Knowledge Base articles.
• Contribute to Knowledge Base with new articles.
• Take remote control of end users' machines when required during troubleshooting.
• Route requests to appropriate support groups or third-party suppliers when unresolved.
• Monitor status and document progress toward resolution of all open tickets.
• Keep affected users informed about progress; escalate when necessary.
• Ensure resolution and closure of tickets within SLA.
• Attend trainings and complete certifications for set competencies.

Skills

Behavioral

Aptitude

Communication

Aware

Windows OS

Desktop Apps

IT Service Management

Service Desk

Education

Bachelor's degree / Diploma in CS or IT

Tools

Basic Networking

Datacenter Basics

Security Basics

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)