Junior Service Desk

About the Role

• Position: Service Desk Engineer
• Location: Chandigarh (All 5 days onsite)
• Shift Timings: Evening shifts (US Shifts)
• Note: Cab facility and competitive shift allowance provided.
• This is an entry-level position ideal for recent graduates seeking a career in IT support.

Key Responsibilities

• First Point of Contact: Serve as the initial point of contact for customers seeking technical assistance via phone, email, or Self Ticket.
• Troubleshooting: Identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity.
• Ticket Management: Log and track all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
• User Support: Assist users with password resets, account unlocks, and basic application support.
• Escalation: Escalate complex issues to higher-level support teams (L2/L3) as needed, ensuring timely follow-up and resolution.
• Knowledge Base: Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Customer Service: Provide exceptional customer service, maintaining a positive and professional demeanor at all times.
• Team Collaboration: Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes.

Qualifications

• Education: B.Sc, BCA, B.A.
• Technical Skills: Basic understanding of computer hardware, software, and networking concepts.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail.
• Customer Service: A customer-centric mindset with a passion for helping others.
• Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Team Player: A collaborative team player with a willingness to learn and grow.

Preferred Qualifications

• Certifications: Relevant certifications (e.g., ITIL Foundation) are a plus but not required.
• Internship Experience: Prior internship or practical experience in an IT support role is advantageous.

What We Offer

• Competitive salary and benefits package
• Opportunities for professional development and career advancement
• A supportive and inclusive work environment
• Hands-on training and mentorship from experienced IT professionals