Tech Specialist - Service Desk ( SD1 )

Microland Limited; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Microland Limited in Bengaluru, Karnataka, India, is seeking a Service Desk Analyst to handle user calls, emails, and chats, providing initial IT support and troubleshooting per KB.

Candidate should have Bachelor's degree/diploma in CS/IT and knowledge of ITSM processes; ITIL Foundation certification preferred. This role may involve rotational shifts and remote support as needed.

Qualifications

• Experience with IT service management and service desk processes.
• Strong communication and aptitude for handling international users.
• Proficient in Windows desktop operating systems.
• Basic networking and security knowledge.
• Experience in customer support.

Responsibilities

• Handle incoming calls, emails, and chat; may work shifts.
• Understand end users from international locations.
• Record, classify, and prioritize tickets.
• Provide initial support and troubleshoot per Knowledge Base articles.
• Contribute to Knowledge Base with new articles.
• Remote control of end users' machines when needed while troubleshooting.
• Route requests to appropriate support groups or vendors when tickets are not resolved.
• Monitor the status and progress towards resolution of all open tickets.
• Keep affected users informed about the progress; escalate if necessary.
• Resolve tickets within the SLA and confirm closure.
• Attend trainings and complete certifications for set competencies.

Skills

IT Service Management

Communication

Windows OS

Information Processing

Basic Networking

Customer Support

Education

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

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)