Service Desk Tech I (Voice)

Compucom; Maharashtra; On-site; INR 350,000 - 650,000; Full time

Job summary

Compucom is seeking an IT Support Technician to join our Service Desk as L1. You will be the first point of contact for end-users, diagnosing and resolving a wide range of IT issues while supporting 24/7 rotational operations from office-based settings.

You will work with tools like ServiceNow, Genesys, LogMeIn Rescue, and BeyondTrust while collaborating with peers to deliver quality service and ensure minimal business disruption. Strong AD/O365 skills and good communication are essential.

Qualifications

• 2-7 years of experience in Service Desk/Technical Support - L1.
• Willing to work in 24x7 rotational shift environment.
• Excellent communication and customer service skills to support global customers.
• Experience with Active Directory, O365, printers and standard apps.
• Familiarity with TCP/IP, DNS, DHCP, VPN and Wi-Fi.
• Proficient with ServiceNow ticketing.
• Strong problem solving and troubleshooting abilities.
• Able to work independently and in a fast-paced team.
• Clear verbal and written communication; explain tech to non-technical users.
• Customer-service oriented with focus on user satisfaction.

Responsibilities

• Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
• Collaborate with team peers to provide best-in-class customer service for aligned task.
• Provide first-line support for hardware, software, network, and application-related problems.
• Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
• Should have a basic understanding of Major Incident Management (MIM).
• Experience with tools like ServiceNow, Genesys, LogMeIn Rescue (LMI), BeyondTrust (Bomgar)
• Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.
• Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
• Setup / Diagnoses and resolve MTR / AV related issue.
• Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
• Monitor service desk queues and prioritize requests based on urgency and impact.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
• Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
• Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-FI problems.
• Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
• Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
• Candidate should be an effective team player with a keen eye on Continuous Improvements.
• Makes recommendations for updates to the KB database.

Skills

Communication skills

Customer service

Team player

Problem solving

Time management

Tools

ServiceNow

Genesys

LogMeIn Rescue

BeyondTrust

Job description

Intro:

We are looking for a dedicated and proactive IT Support Technician to join as IT Service Desk Tech 1. This role requires rotational 24/7 support operations with Work from Office and candidate will be the first point of contact for end-user's issues. Candidate will be responsible for diagnosing, troubleshooting, and resolving IT-related problems, providing timely and effective solutions to ensure minimal disruption to business operations.

Certification: (Preferred)

• An ITIL certification is desirable.

Roles And Responsibilities

• Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
• Collaborate with team peers to provide best-in-class customer service for aligned task.
• Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
• Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
• Should have a basic understanding of Major Incident Management (MIM).
• Experience with tools like ServiceNow, Genesys, LogMeIn Rescue (LMI), BeyondTrust (Bomgar)
• Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.
• Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
• Setup / Diagnoses and resolve MTR / AV related issue.
• Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
• Monitor service desk queues and prioritize requests based on urgency and impact.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
• Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
• Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-FI problems.
• Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
• Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
• Candidate should be an effective team player with a keen eye on Continuous Improvements.
• Makes recommendations for updates to the KB database.

Required Qualifications

• 2-7 Yrs of experience in Service Desk/Technical Support - L1.
• Provide support through Voice Calls, Emails and self-service tickets and should be willing to work in 24*7 rotational shift environment.
• Excellent communication and customer service skills to support Global customers.
• Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.
• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-FI.
• Good knowledge of ticketing systems (e.g., ServiceNow).
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
• Strong customer service orientation with a focus on user satisfaction.
• Ability to manage time effectively and prioritize tasks based on urgency.

On-Camera Video Interview Notice

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.