Service Desk Associate

Zelis Healthcare; Hyderabad; Presencial; INR 400.000 - 650.000; Jornada completa

Descripción de la vacante

Zelis Healthcare is seeking a Technical Support Specialist to provide first and second-line help for hardware, software, and network issues. You will diagnose desktops, laptops, printers, and peripherals and assist users with software installations and upgrades.

Key duties include incident management in an ITSM tool, thorough documentation, excellent customer service, routine system maintenance, knowledge base contributions, and ongoing process improvements.

Formación

• Bachelor’s degree in information technology or computer science preferred.
• 2+ years in technical support or service desk.
• Proven troubleshooting of hardware, software, and network issues.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with TCP/IP, DNS, DHCP, AD networks.
• Proficiency with ITSM tools and remote support software.
• Excellent problem-solving and communication skills.

Responsabilidades

• Provide first and second-line support for hardware, software, and network issues.
• Diagnose and resolve issues related to desktops, laptops, printers, and peripherals.
• Assist users with software installations, upgrades, and troubleshooting.
• Log, track, and manage incidents using the ITSM tool; prioritize and escalate as needed.
• Document troubleshooting steps and solutions in the ITSM tool.
• Respond to user inquiries in a courteous and professional manner.
• Perform routine maintenance and updates on IT systems and equipment.
• Create and maintain technical documentation and knowledge base.
• Identify improvements to IT processes and stay updated on technology trends.

Conocimientos

Windows OS

Mac OS

Networking basics

ITSM tools

Remote support

Problem solving

Communication

Team player

Independent worker

Educación

Bachelor's degree in IT/CS

Certifications (A+, ITIL, Modern Desktop)

Herramientas

Remote support software

Descripción del empleo

Key Responsibilities

1. Technical Support:

• Provide first and second-line support for hardware, software, and network issues.
• Diagnose and resolve technical issues related to desktops, laptops, printers, and other peripherals.
• Assist users with software installations, upgrades, and troubleshooting.

2. Incident Management:

• Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool. Prioritize and elevate incidents as needed to ensure timely resolution.
• Document all troubleshooting steps and solutions in the ITSM tool.

3. Customer Service:

• Respond to user inquiries and issues in a courteous and professional manner.
• Provide clear and concise communication with end-users to understand their technical issues.
• Ensure high levels of customer satisfaction by providing timely and effective solutions.

4. System Maintenance:

• Perform routine maintenance and updates on IT systems and equipment.
• Monitor system performance and security, addressing any vulnerabilities or issues.

5. Knowledge Management:

• Create and maintain technical documentation, including user guides and FAQs.
• Contribute to the knowledge base by documenting new issues and solutions.
• Share technical knowledge and best practices with team members.

6. Continuous Improvement:

• Identify and suggest improvements to IT processes and workflows.
• Stay up-to-date with the latest technology trends and advancements.
• Participate in training and development opportunities to enhance technical skills.

Qualifications:

Education:

• Bachelor’s degree in information technology, Computer Science, or a related field preferred.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are advantageous.

Experience:

• 2+ years of experience in technical support or service desk role.
• Proven experience troubleshooting hardware, software, and network issues.

Skills:

• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network technologies (e.g., TCP/IP, DNS, DHCP, AD).
• Proficiency in using ITSM tools and remote support software.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team