Senior Tech Specialist - Service Desk ( SD1 )

Microland; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

Microland is seeking an IT Helpdesk Analyst to support end users across international locations from Bengaluru, India. You will handle calls, emails and chats, perform initial troubleshooting, and escalate where needed.

The role requires knowledge of Windows OS and Service Desk processes, with ITIL Foundation certification preferred. Training and knowledge-base contributions are part of the job, including occasional shift rotations.

Qualifications

• Bachelor's degree or diploma in computer science or IT.
• ITIL Foundation certification preferred.
• Experience in IT service desk operations and ticket handling.

Responsibilities

• Handle incoming calls, emails, and chat from users; may work rotational shifts.
• Understand end users across international locations via phone.
• Record, classify and prioritize tickets.
• Provide initial troubleshooting using Knowledge Base articles.
• Contribute to Knowledge Base with new articles.
• Remotely troubleshoot end-user machines when required.
• Route requests to appropriate support groups or third-party vendors.
• Monitor progress and document status of all open tickets.
• Keep users informed about progress and escalation as needed.
• Close tickets within SLA and attend trainings for competencies.

Skills

Process

IT Service Management/Service Desk

Aptitude

Communication

Windows OS/Desktop Apps

Information Processing

Basic Network

Basic Datacenter

Security

IT in Banking

Customer Support

ITIL Foundation

Education

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

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 appropriatesupport 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 withinthe 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)