Service Desk - Tech Lead

Cognizant; Hyderabad; On-site; INR 4,00,000 - 6,00,000; Full time

Job summary

A global IT services provider in Hyderabad is looking for a Service Desk Technician to assist customers with technical issues. Candidates should have 3-5 years of experience in IT support, strong troubleshooting skills across various operating systems, and excellent communication abilities. This role includes providing remote assistance and managing asset distribution, ensuring top-notch customer service during the support process.

Qualifications

• 3 to 5 years of experience in IT technical support.
• Strong understanding of computer systems and mobile devices.
• Excellent task management and communication skills.

Responsibilities

• Provide first point of contact for technical assistance.
• Perform remote troubleshooting and determine best solutions.
• Manage daily administration, asset distribution, and inventory.

Skills

Technical support

Troubleshooting

Customer service

Task management

Verbal communication

Written communication

Tools

MDM

iOS

Android

Mac

Windows

Linux

Job description

JD: Service Desk

Location : Hyderabad

Experience : 3 to 5 Years

Shift : 24/7 rotational (5 days Work from office)

Job Summary

Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email. Flexible able to multitask and prioritize reported issues. Provide a high level of customer service to users seeking problem resolution. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem solving process.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email. Flexible able to multitask and prioritize reported issues. Provide a high level of customer service to users seeking problem resolution. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Record events and problems and their resolution in internal ticketing systems. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team.
• Logistics responsibilities include providing overall management in daily administration asset distribution setup and shipping receiving.
• Inventory of storage spaces stocking and maintenance of IT vending machines. Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.

Requirements

• Proven experience as a help desk technician or IT support technician. Strong understanding and troubleshooting resolution skills of computer systems mobile devices and other tech products including mobile device management (MDM) iOS Android Mac Windows and Linux operating systems.
• Ability to diagnose and resolve basic to moderately complex end-user technical issues. Proficiency in English excellent task management verbal and written communication skills. Customer-oriented technical professional. Technical support professional with 3 to 5 years’ experience in the IT technical support field focused on end-user support.