Senior Tech Specialist - Service Desk ( SD1 )

Microland Limited; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Microland Limited seeks a Senior Tech Specialist - Service Desk to manage multi-channel IT support for users worldwide. You will classify, prioritize, and resolve incidents while keeping users informed and ensuring SLA compliance.

The role requires Windows OS proficiency, ITSM knowledge, and strong communication. Duties include remote troubleshooting and knowledge-base contribution.

Qualifications

• Bachelor’s degree/diploma in computer science or information technology or equivalent.
• Experience handling IT Service Desk with international users by phone.
• Knowledge of Windows OS and desktop applications.
• Familiar with ticketing and SLA processes.
• ITIL Foundation certification is a plus.

Responsibilities

• Handle incoming calls, emails, and chat from users; may include rotational shifts.
• Understand end users from international locations over the phone.
• Record, classify and prioritize tickets.
• Provide initial support and troubleshoot based on knowledge base.
• Contribute to Knowledge Base with new articles.
• Remotely troubleshoot end-user devices when required.
• Route requests to appropriate support groups or third parties when needed.
• Monitor ticket status and progress toward resolution.
• Keep users informed about progress and escalation when necessary.
• Achieve timely resolution and close tickets within SLA.
• Attend trainings and certifications for set competencies.

Skills

IT service management

Aptitude

Communication

Windows OS

Basic networking

Basic datacenter

Security basics

Domain IT Banking

Customer support

Education

Bachelor's degree / diploma in CS or IT

ITIL Foundation

Job description

Senior Tech Specialist - Service Desk ( SD1 )

Posted 7 days ago

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)