Senior Tech Specialist - Service Desk ( SD1 )

Microland Limited; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

Microland Limited in Bengaluru seeks a Senior Tech Specialist for Service Desk (SD1) to handle multi-channel user queries, classify tickets, and provide initial troubleshooting. You will work with KBs, contribute to knowledge articles, and coordinate with various support groups to ensure timely resolution.

The role requires a bachelor’s degree or diploma in CS/IT, ITIL Foundation certification, and readiness for rotational shifts across international users.

Qualifications

• Bachelor’s degree or diploma in CS/IT or equivalent.
• Familiarity with ITSM processes and service desk operations.
• Willingness to work in rotational shifts.

Responsibilities

• Handle calls, emails, and chat from users; triage tickets.
• Understand end users across locations via phone; document issues.
• Record, classify, prioritize, and escalate tickets as needed.
• Provide initial troubleshooting using KB articles; contribute to KB.
• Route requests to appropriate support groups or third parties.

Skills

IT Service Management

Service Desk

Communication

Aptitude

Windows OS

Desktop Apps

Basic Networking

Datacenter Basics

Security Basics

IT in Banking

Customer Support

Education

Bachelor’s degree / diploma in computer science or information technology

Tools

ITIL Foundation

Job description

Senior Tech Specialist - Service Desk ( SD1 )

Job Description

Education Qualification : Bachelor’s degree/diploma in computer science or information technology or equivalent

Skills :

• Primary -> Process | IT Service Management/Service Desk | 2 - Knowledgeable
• Primary -> Behavioral | Aptitude|Communication | 1 - Aware
• Primary -> Technology | Windows OS/Desktop Apps | 3 - Experienced
• Secondary -> Behavioral | Aptitude|Information Processing | 3 - Experienced
• Secondary -> Behavioral | Aptitude|Communication | 1 - Aware
• Secondary -> Technology | Basic Network, Basic Datacenter, Security | 2 - Knowledgeable
• Secondary -> Domain | IT in Banking|Customer Support | 1 - Aware

Certification : Technology | ITIL Foundation

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

Desired Skills

• Understanding of domain setup and ability to add / remove computers to domain – (For MSP and Enterprise)