Job Description

Key Responsibilities:

Incident Management & Request Fulfillment:

Serve as the first point of contact for all IT support inquiries via phone, email, and ticketing system. Log, categorize, prioritize, and assign incoming incidents and service requests according to established procedures and SLAs. Perform initial troubleshooting and attempt to resolve common IT issues (e.g., password resets, basic software installation/uninstallation, printer issues, network connectivity checks). Escalate complex or unresolved issues to appropriate IT teams (e.g., L2/L3 support, network, server, security) with clear and detailed documentation. Monitor the status of open tickets, ensuring timely updates and adherence to resolution SLAs. Follow up with users to confirm issue resolution and satisfaction.

Coordination & Communication:

Coordinate with internal IT teams and external vendors for timely resolution of escalated issues. Communicate effectively with users, keeping them informed of the status of their requests and any impending changes or outages. Proactively identify and communicate emerging IT issues or trends to relevant stakeholders. Assist in managing IT service desk schedules and resource allocation to ensure optimal coverage.

Documentation & Reporting:

Maintain accurate and detailed records of all incidents, service requests, and their resolutions in the ticketing system. Contribute to the development and maintenance of the IT knowledge base, creating and updating help sheets, FAQs, and standard operating procedures. Generate regular reports on service desk performance, including ticket volumes, resolution times, and SLA adherence. Analyze service desk data to identify recurring issues and suggest process improvements.

System & Asset Management (Basic):

Assist with basic hardware and software inventory tracking and tagging. Support the configuration and deployment of standard laptops and desktops as per guidelines.

Required Skills and Qualifications:

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).

Experience:

2-3 years of proven experience in an IT Service Desk, Help Desk, or IT Support role.

Technical Proficiency:

Familiarity with common operating systems (Windows, macOS). Working knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint). Basic understanding of networking concepts (TCP/IP, DNS, DHCP). Experience with IT ticketing systems (e.g., ServiceNow, Freshservice, Jira Service Management, Zendesk). Basic troubleshooting skills for hardware and software issues. Understanding of Active Directory for user management (e.g., password resets, account unlocks).

Soft Skills:

Excellent verbal and written communication skills in English. Strong customer service orientation with a professional and empathetic approach. Exceptional problem-solving and analytical abilities. Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously. Ability to work independently and as part of a collaborative team. Adaptability and a willingness to learn new technologies. Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.

Preferred Skills (Bonus Points):

ITIL Foundation certification. Experience with remote support tools. Basic understanding of cloud platforms (e.g., Microsoft 365, Google Workspace). Prior experience in an enterprise environment.

Working Conditions:

This is a full-time, office-based position in Vidyavihar, Mumbai. Standard working hours, with potential for occasional extended hours or on-call support as needed.
Job Types: Full-time, Permanent

Pay: ?11,183.15 - ?30,473.45 per month

Benefits:

Provident Fund
Shift:

Day shift
Work Location: In person