Tech Specialist - Service Desk ( SD2 )

Microland Limited; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Microland Limited is seeking an entry-level IT Helpdesk professional in Bengaluru to handle incoming calls, emails and chat from users across locations. You will record, classify and prioritize tickets and provide initial troubleshooting based on knowledge base.

Responsibilities include remote support, escalation when needed, updating knowledge base, and contributing to issue resolution within SLA. Rotational shifts may be required.

Qualifications

• Bachelor's degree/diploma in CS/IT or equivalent.
• Experience in IT helpdesk or service desk environment.
• Knowledge of Windows OS and desktop applications.
• Familiarity with ITIL Foundation framework.

Responsibilities

• Handle incoming calls, emails, and chat from users. Some accounts may require rotating shifts.
• 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.
• Remote access to end users' machines when required during troubleshooting.
• Route requests to appropriate support groups or third-party suppliers when unresolved.
• Monitor status and document progress toward ticket resolution.
• Keep affected users informed about progress; escalate when necessary.
• Aim for ticket closure within the SLA; attend trainings and certifications.

Skills

IT Service Management

Aptitude

Communication

Information Processing

Windows OS

Process

Education

Bachelor's degree/diploma in CS/IT or equivalent

Tools

Windows OS

Desktop Applications

Basic Networking

Datacenter Basics

Security Basics

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)