Service Desk Specialist - Bengaluru / Bangalore - confidential

    confidential
    confidential Bengaluru / Bangalore

    5 days ago

    Full time $315,000 - $450,000 (USD) per year
    Description

    We are looking for a Service Desk Specialist to provide first-level technical support to internal and external users. The role involves logging incidents, resolving issues, and ensuring smooth operation of IT services within defined SLAs.

    Key Responsibilities:

    • Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
    • Identify, diagnose, and resolve basic technical issues related to hardware, software, networks, and applications
    • Escalate complex issues to higher-level support teams as needed
    • Log all support interactions, updates, and solutions in the ticketing system
    • Monitor open tickets and ensure timely resolution within agreed SLAs
    • Follow up with users to ensure complete issue resolution and satisfaction
    • Maintain knowledge base articles and update documentation as required
    • Support onboarding/offboarding processes including account setups and access rights
    • Participate in service improvement initiatives and process reviews

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