Sr Tech Specialist - Service Desk ( SD1 )

Microland; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Microland in Pune, India is seeking a Helpdesk/IT Service Desk professional to provide first-line technical support to end users across international locations. You will handle calls, emails, and chats, log and track incidents, and guide users through basic troubleshooting using knowledge base articles.

The role requires strong communication, basic Windows OS knowledge, and a willingness to work rotating shifts.

Qualifications

• Bachelor's degree or diploma in CS/IT or equivalent.
• Experience in IT service management and service desk.
• Familiarity with Windows OS and desktop applications.
• ITIL Foundation certification preferred.

Responsibilities

• Handle incoming calls, emails, and chat from users; may require rotating shifts.
• Provide initial support and troubleshooting using knowledge base articles.
• Record, classify and prioritize tickets; escalate when needed.
• Contribute to knowledge base with new articles.
• Remote support for end users' machines when needed.
• Route requests to appropriate support groups or third parties if unresolved.
• Monitor ticket status and communicate progress to users.
• Ensure SLA adherence and participate in trainings/certifications.

Skills

Process

IT Service Management

Service Desk

Behavioral

Aptitude

Communication

Windows OS

Desktop Apps

Information Processing

Basic Network

Basic Datacenter

Security

IT in Banking

Customer Support

Education

Bachelor's degree/diploma in Computer Science or Information Technology

ITIL Foundation Certification

Tools

ITIL Foundation

Job description

Education Qualification

Bachelor s degree/diploma in computer science or information technology or equivalent

Skills

• Primary: Process | IT Service Management/Service Desk | 2 - Knowledgeable
• Primary: Behavioral | Aptitude|Communication | 1 - Aware
• Primary: Technology | Windows OS/Desktop Apps | 3 - Experienced
• Secondary: Behavioral | Aptitude|Information Processing | 3 - Experienced
• Secondary: Behavioral | Aptitude|Communication | 1 - Aware
• Secondary: Technology | Basic Network, Basic Datacenter, Security | 2 - Knowledgeable
• Secondary: Domain | IT in Banking|Customer Support | 1 - Aware

Certification

Technology | ITIL Foundation

Responsibilities

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

Technical Skills

• Ability to differentiate between different type of IT assets
• Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
• Understanding of desktop applications and how do they work, installation and uninstallation
• Ability to support users in business applications based on SOP s
• Troubleshooting Desktop/Application remotely
• Ability to carry out Disk management, Disk Encryption, Wireless configuration
• Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
• Ability to Install and configure email client, troubleshoot connectivity issues
• Ability to troubleshoot calls for printers and copiers locally and remotely

Desired Skills

Understanding of domain setup and ability to add / remove computers to domain - (For MSP and Enterprise)