Service Desk Associate - Bengaluru, Karnataka, India - Bangalore Strategic Solution
1 week ago
Description
Position:
Technical Support/Service Desk Agent - Level 1
Location:
Bangalore
Job Summary:
Key Responsibilities:
- Serve as the primary point of contact for all ITrelated inquiries from clients, fulltime employees, vendors, and contractors.
- Update ticket statuses regularly and provide timely updates to authorized users regarding the progress of their inquiries.
- Adhere to company policies and procedures while handling support requests, ensuring compliance with established guidelines.
- Identify and categorize incidents accurately, prioritizing them based on urgency and impact on business operations.
- Strive to achieve a high level of customer satisfaction by resolving issues during the initial contact whenever possible.
- Collaborate with team members and other support teams to escalate complex issues as needed and ensure timely resolution.
- Continuously update knowledge base articles and documentation to improve the efficiency of support processes.
- Participate in training sessions and workshops to enhance technical skills and knowledge of company products and services.
- Maintain a positive and professional demeanor when interacting with clients and colleagues, fostering a culture of teamwork and collaboration.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field preferred.
- Proven experience in a technical support or service desk role, preferably in a fastpaced environment.
- Excellent communication skills, with the ability to effectively convey technical information to nontechnical users.
- Customerfocused mindset with a passion for delivering exceptional service and support.
- Ability to multitask and prioritize tasks effectively in a dynamic work environment.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
- Proficiency in using help desk software and ticketing systems to manage and track support requests.
Job Types:
Full-time, Permanent
Salary:
₹300, ₹500,000.00 per year
Benefits:
- Health insurance
Day range:
- Monday to Friday
Shift:
- Day shift
- Evening shift
- Fixed shift
- Rotational shift
Education:
- Bachelor's (preferred)
Experience:
- Technical support: 3 years (preferred)
Work Location:
In person
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