The Helpdesk L1 team is responsible for providing frontline support (technical & non-technical) to end-users within an organization across multiple departments. this role primarily involves troubleshooting and resolving issues related to various it problems. the goal is to ensure seamless and efficient operation of computer systems and user satisfaction.
Job Description:
One to three years of experience in Helpdesk support
Looking for immediate joiners
Provide timely and effective technical support to end-users via phone, email, chat, ticket.
Guide users through step-by-step solutions and educate them on the proper use of technology.
Log, track, and prioritize support requests using a ticketing system.
Follow standard operating procedures for incident resolution and escalation when necessary.
collaborate with departmental representatives to understand specific applications, workflows and processes.
Ensure timely acknowledgements & resolution of incidents to meet service level agreements (SLAs).
Maintain accurate records of support activities, including detailed descriptions of issues and resolutions.
Document common problems and solutions to create a knowledge base for both users and the internal respective teams.
Work closely with concerned teams like system administrators, network engineers, other technical staff and internal departments to resolve complex issues.
adhere to security protocols specific to each department and ensure compliance regarding data privacy & confidentiality.
Should be comfortable working in rotational & week-end shifts - 24/7.
Skills:
Proficient in verbal and written English communication
Familiarity with ticketing systems and ITIL processes.
Excellent communication and customer service skills.
Ability to work independently and collaboratively in a fast-paced environment.
Quick learner
Strong knowledge of windows and/or mac-os operating systems. familiarity with micro soft office suite & other common business applications.
basic understanding of networking concepts.
ability to convey technical information to non-technical users.
analytical and problem-solving skills to diagnose and resolve technical issues.
ability to adapt to new technologies and changing work environments.
education & experience:
a bachelor's degree in relevant field or equivalent work experience.
