Service Desk Associate 2

Keka Technologies Private Limited; Hyderabad; On-site; INR 250,000 - 420,000; Full time

Job summary

Bell Techlogix India Pvt. Ltd. in Hyderabad is seeking a Level 1 Service Desk Associate to provide first-line IT support to end-users, handle incidents, perform basic troubleshooting, and document resolutions.

You will engage with users, adhere to SLAs, escalate complex issues when needed, and contribute to knowledge bases to improve future support.

Qualifications

• Bachelor's degree in Computer Science or a related field.
• IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) are a plus.
• Experience in a Level 1/Level 2 Service Desk or similar IT support role.
• Proficiency in troubleshooting Windows and/or Mac operating systems.

Responsibilities

• Incident Resolution: Responding to and resolving IT incidents and service requests from the Level 1 Service Desk.
• Troubleshooting: Diagnosing and resolving hardware and software issues remotely or in-person.
• Voice-based Technical Support: Guiding end-users in using IT systems and hardware.
• Escalation: Escalating complex issues to Level 2 while owning the incident.
• Documentation: Recording incident details and steps in a knowledge base.
• Adherence to SLAs: Meeting or exceeding incident response and resolution targets.

Skills

Multitasking

Verbal communication

Written communication

Interpersonal skills

Teamwork

Independent work

Troubleshooting Windows

Troubleshooting Mac

Education

Bachelors in Computer Science

Tools

CompTIA A+

ITIL

Microsoft Certified Professional

Job description

Job Description:

Summary :As a Level 1 Service Desk Associate, you will play a crucial role in providing technical support and assistance to end-users. Your responsibilities will include:

• Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team.
• Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.
• Voice based Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.
• Escalation: Escalating complex technical issues to Level 2 support or relevant teams when necessary, while maintaining ownership of the incident.
• Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.
• Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times.

Qualifications:

• Bachelor's degree in Computer Science or a related field.
• Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus preferred.
• Previous experience in a Level 1 Service Desk role or similar IT support position.
• Proficiency in troubleshooting Windows and/or Mac operating systems.
• Strong verbal and written communication skills and a customer-oriented mindset.
• Ability to work under pressure and meet deadlines.

Required Education, Knowledge, and Experience:

• Bachelor's degree in Computer Science or a related field.
• Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus.
• Previous experience in a Level 1 / Level 2 Service Desk role or similar IT support position preferred.
• Proficiency in troubleshooting Windows and/or Mac operating systems.
• Accuracy and attention to detail essential.

Abilities & Skills:

• Must be able to multitask.
• Must have good verbal and written communication skills.
• Must have effective interpersonal skills.
• Must be able to work independently and as a member of a team.

Conditions of Employment:

• Must successfully pass pre-employment (post offer) background check and drug screen.

Physical, Mental Requirements and Work Environment:

• Work on a computer as per the statutory guidelines.
• Listening and speaking on a phone for long periods of time.

Equipment Used:

• Computer
• Phone

Conditions of Employment:

• Must pass background check.
• Must pass pre-employment drug test.

Notice

• This job description in no way states or implies these are the only tasks to be performed by the incumbent occupying this job. The incumbent will be required to follow any other instructions issued by authorized personnel and to perform any other job-related duties as required.
• The requirements for this job are subject to change at any time based on company needs.
• Requirements are representative of minimum levels of knowledge, skills, and/or abilities.To perform this job successfully, the incumbent will possess the abilities and aptitudes to perform each task proficiently.
• Ability means not only to possess but also to demonstrate successful application of the required knowledge and skills.
• This job description describes the minimum selection requirements to qualify for the job.However, promotion and other employment decisions are also based on the company needs, incumbent being in good standing, fully competent performance, and other legitimate, job-related considerations.
• This job description does not create a contract of employment, implied or otherwise.The employment relationship is “at will”.
• Bell Techlogix India Pvt. Ltd. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship status, religion, sex, age, disability, marital status, protected veteran status, sexual orientation, gender identity and expression, genetic information or any other characteristic protected by law.