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Service Desk

Service Desk

ConfidentialDelhi, Chennai
30+ days ago
Job description

Teamware Solutions is seeking a customer-focused Service Desk Analyst to be the first point of contact for all IT-related inquiries and issues. You'll play a vital role in providing essential technical support, troubleshooting problems, and ensuring a positive experience for our users, contributing directly to operational efficiency and user satisfaction.

Key Responsibilities

  • Provide first-line technical support to end-users via phone, email, chat, or ticketing system for IT hardware, software, and network issues.
  • Log, categorize, prioritize, and track all incoming incidents and service requests accurately within the IT Service Management (ITSM) system .
  • Perform initial troubleshooting and diagnosis of common IT problems, including password resets, software installations, connectivity issues, and basic hardware diagnostics.
  • Escalate complex or unresolved issues to appropriate L2 / L3 support teams, ensuring smooth handovers and clear communication.
  • Provide clear, concise, and professional communication to users regarding their IT issues and resolution status.
  • Contribute to the knowledge base by creating and updating documentation for common solutions and procedures.
  • Adhere to established Service Level Agreements (SLAs) and operational procedures.

Qualifications

  • Proven experience in a Service Desk, Help Desk, or IT Support role .

    • Skills Required :

  • Strong customer service skills with a focus on user satisfaction and effective communication.
  • Proficiency in using IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management) for ticketing and tracking.
  • Solid understanding of Windows operating systems , Microsoft Office Suite (Word, Excel, Outlook), and common desktop applications.
  • Basic knowledge of networking concepts (TCP / IP, Wi-Fi), hardware troubleshooting, and mobile device support.
  • Excellent problem-solving and analytical skills to diagnose and resolve technical issues.
  • Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously.
  • Good written and verbal communication skills.

    • Preferred Skills :

  • ITIL Foundation certification (v3 or v4).
  • Experience with remote support tools.
  • Familiarity with Active Directory for user and group management.
  • Knowledge of macOS or Linux basic support.

    • Skills Required

    Service Desk Support, Customer Service, Service Management, Networking Concepts, Problem-solving, Analytical Skills

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    Service Desk • Delhi, Chennai