Tech Specialist - Service Desk ( SD1 )

Microland; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

Microland Limited is seeking a service desk analyst to support end users across international locations. The role involves handling calls, emails, and chats, logging and prioritizing tickets, and performing initial troubleshooting based on the knowledge base.

You will contribute to the knowledge base, provide remote support for desktop issues, and coordinate with other support teams as needed. A bachelor’s degree in CS/IT is required, with ITIL Foundation certification preferred.

Qualifications

• Bachelor's degree or diploma in computer science or information technology or equivalent.
• Strong knowledge of Windows OS and desktop apps.
• Experience with IT Service Management / Service Desk.
• Good communication skills and ability to handle international users.

Responsibilities

• Handle incoming calls, emails, and chat from users. Some accounts may require working on rotational shift.
• Ability to comprehend end users from international locations over the phone.
• Record, classify and prioritize tickets.
• Provide initial support and troubleshooting based on Knowledge Base articles.
• Contribute to Knowledge Base with new articles.
• Take remote control of end users’ machines when required while troubleshooting.
• Route requests to appropriate support groups or third party suppliers when needed.
• Monitor status and document progress towards resolution of all open tickets.
• Keep affected users informed about progress and escalate if necessary.
• Perform resolution confirmation and closure of tickets within SLA.
• Attend trainings and complete certifications for set competencies.

Skills

ITSM

Communication

Windows OS

Aptitude

Domain knowledge

Basic Network

Basic Datacenter

Security

Customer Support

Education

Bachelor's degree / diploma in CS / IT

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 | 2 - Knowledgeable
• Secondary -> Behavioral | Aptitude|Information Processing | 2 - Knowledgeable
• Secondary -> Behavioral | Aptitude|Communication | 1 - Aware
• Secondary -> Technology | Basic Network, Basic Datacenter, Security | 1 - Aware
• Secondary -> Functional | 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 appropriate?support 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 within?the 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)