Job Title: Helpdesk Support
Experience:
1-5 Years
Notice
Period: Immediate to 15 days
Location: Mumbai
JD:
Responsibilities:
· Provide first-level technical
support to end users via phone, email, chat, or ticketing system.
· Troubleshoot and resolve hardware,
software, network, and connectivity issues for desktops, laptops, printers,
mobile devices, and other IT equipment.
· Assist users with account setup,
password resets, software installations, and basic IT configurations.
· Document and track support requests,
incidents, and resolutions in the helpdesk ticketing system.
· Escalate complex issues to senior
support staff or IT specialists for further investigation and resolution.
· Collaborate with IT teams to
identify recurring problems, trends, and opportunities for process improvement.
· Conduct remote troubleshooting and
diagnostics to resolve technical issues efficiently.
· Provide guidance and training to
users on IT policies, procedures, and best practices.
· Maintain knowledge base articles,
FAQs, and support documentation for user self-help.
· Follow-up with users to ensure issue
resolution and customer satisfaction.
Requirements:
· Bachelor's degree in Computer
Science, Information Technology, or related field (or equivalent work experience).
· 1-5 years of experience in a
helpdesk or technical support role, preferably in a corporate environment.
· Strong knowledge of Microsoft
Windows and Office suite, Active Directory, email systems, and basic networking
concepts.
· Familiarity with ticketing systems
(e.g., ServiceNow, JIRA) and remote support tools.
· Excellent communication skills, both
verbal and written, with the ability to explain technical concepts clearly to
non-technical users.
· Customer-focused mindset with a
passion for delivering high-quality support and resolving issues promptly.
· Analytical thinking, problem-solving
skills, and attention to detail.
· Ability to work independently,
prioritize tasks, and multitask in a fast-paced environment.
· Certifications such as CompTIA A+,
Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are
a plus.
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