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Service Desk || Technical Support
ConfidentialPune22 days ago
Job descriptionProvide first and second-level technical support to end-users via phone, email, and remote assistance tools. Troubleshoot and resolve hardware, software, network, and application-related issues within defined SLAs. Log, track, and manage incidents, service requests, and problem tickets in the ITSM tool. Escalate complex technical issues to higher support tiers or specialized teams when necessary. Maintain documentation of incidents, resolutions, and technical procedures. Install, configure, and upgrade operating systems, applications, and IT equipment. Ensure user account management, password resets, and access control in line with security policies. Support end-users in using collaboration tools, VPN, email, and enterprise applications. Monitor system performance and proactively address recurring technical issues. Collaborate with IT teams to implement preventive measures and improve service quality.
Requirements :
- 3 to 7 years of experience in service desk or technical support roles.
- Proficiency in troubleshooting Windows / Mac OS, MS Office, networking, and IT hardware.
- Familiarity with ITIL processes and incident management tools (e.g., ServiceNow, Remedy, Jira).
- Strong problem-solving skills and customer-oriented approach.
- Excellent verbal and written communication skills.
- Ability to work in shifts and handle high-volume support environments.
Skills Required
Service Desk, Technical Support, Incident Management, Itil, Troubleshooting, Hardware Support
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Technical Support • Pune
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