Service Desk

Microland; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Microland is seeking a customer-focused IT Helpdesk/Support Executive in Bengaluru. You will handle calls, emails, and chats from international users, perform basic troubleshooting, and document progress in the ticketing system.

You will contribute to knowledge base articles, participate in trainings, and ensure tickets are resolved within the SLA. The role may involve rotational shifts and cross-team collaboration to deliver quality service.

Qualifications

• Excellent verbal and written communication skills for diverse users.
• Skilled in managing time and prioritising tasks in a fast-paced environment.
• Ability to collaborate effectively within a team and with stakeholders.
• Basic understanding of ITIL concepts and service desks.
• Strong decision making under pressure and incident routing.
• Analytical problem-solving for troubleshooting and escalation.
• Good planning, organisation and prioritisation abilities.
• Active listening to accurately capture user needs.

Responsibilities

• Handle incoming calls, emails and chat from users with professionalism.
• Work on rotational shifts as required and coordinate with teams.
• Record, classify and prioritise tickets in the ticketing system.
• Provide initial support using Knowledge Base articles and basic troubleshooting.
• Contribute new knowledge base articles to improve self-help.
• Remotely assist end users and their machines when needed during troubleshooting.
• Route unresolved tickets to appropriate groups or third parties.
• Monitor ticket status and document progress toward resolution.
• Keep users informed about progress and any delays.
• Escalate issues when necessary to ensure timely resolution.
• Close tickets within the defined SLA and participate in trainings.

Skills

Verbal & written comms

Time management

Team collaboration

ITIL basics

Decision making

Problem solving

Planning & prioritizing

Active listening

Job description

Role & responsibilities

Responsibilities

• 1. Handle incoming calls, emails and chat from the users. Some account may require working on rotational shift
• 2. Ability to comprehend end users from International locations over the phone
• 3. Recording, classifying and prioritizing tickets
• 4. Providing initial support and troubleshooting based on Knowledge Base articles
• 5. Contributing to Knowledge Base with new articles
• 6. Taking a remote of an end users machine if required while troubleshooting
• 7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
• 8. Monitoring the status and documenting the progress towards resolution of all open tickets
• 9. Keeping affected users informed about the progress.
• 10. Escalating the process if necessary
• 11. Resolution confirmation and closure of tickets within the SLA
• 12. Attend trainings and complete certifications for set competencies

Preferred candidate profile

• 1. Good verbal & written communication skills
• 2. Time management
• 3.. Ability to collaborate and work in a team
• 4. Basic understanding of ITIL
• 5. Decision making
• 6. Problem solving
• 7. Planning, organizing & prioritizing
• 8. Active listening skills