Technical Support Analyst

Job Title : IT Helpdesk

Department : Information Technology

Location : Kolkata

Interview Mode – 1st round virtual 2nd round Face to face

Notice period- Immediate joiners to 15days.

Position Summary

The Help Desk Technician provides front-line technical support to users by diagnosing and resolving hardware, software, and network issues. This role ensures optimal workstation and LAN performance, maintains accurate documentation, and contributes to user training and system improvement initiatives. The Help Desk Technician plays a key role in maintaining high levels of customer satisfaction and operational efficiency across the organization.

Key Responsibilities

• Provide timely and effective technical support to users via phone, email, chat, or in-person.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Research and document solutions to technical problems in a knowledge base.
• Guide clients through troubleshooting steps and educate them on preventive measures.
• Maintain system and user documentation, including procedures and FAQs.
• Identify and recommend opportunities to improve system performance and user experience.
• Assist in developing and delivering end-user training and support materials.
• Recommend adaptive devices and techniques to accommodate users with disabilities.
• Monitor compliance with service-level agreements (SLAs) and organizational policies.
• Collaborate with IT team members to escalate and resolve complex issues.
• Stay current with new technologies and best practices through ongoing professional development.
• Support organizational objectives by completing related tasks and projects as assigned.

Qualifications

Education :

Experience :

Skills and Competencies :