Service Desk

• Act as the first point of contact for IT-related queries and issues raised by users.
• Log, track, and manage incidents and service requests in the ticketing system.
• Troubleshoot and resolve technical issues related to hardware, software, networks, and applications.
• Escalate unresolved incidents to higher-level support teams as per SLA guidelines.
• Provide remote and on-site assistance to ensure minimal downtime for users.
• Maintain updated knowledge of IT policies, systems, and troubleshooting procedures.
• Ensure high levels of customer satisfaction by delivering prompt and effective support.
• Prepare and maintain support documentation, FAQs, and troubleshooting guides.
• Work in shifts, including weekends or holidays, as per operational requirements.

Requirements:

• 1 to 6 years of experience in IT service desk or technical support role.
• Strong knowledge of Windows/Mac OS, MS Office, basic networking, and commonly used applications.
• Familiarity with ITIL processes is an added advantage.
• Excellent problem-solving skills and ability to work under pressure.
• Strong verbal and written communication skills.
• Customer-focused with a proactive and professional approach.