Information Technology Help Desk

About the Role

• Full-time, on-site Information Technology Help Desk role in the Pune District.

Key Responsibilities

• Provide first-level technical support to users via phone, email, ticketing systems, and in-person.
• Resolve issues related to hardware, software, networks, and applications.
• Log, track, and prioritize incidents.
• Perform basic diagnostics.
• Escalate complex problems to higher support tiers.
• Follow standard operating procedures.
• Support network connectivity.
• Manage user accounts.
• Support security policies.
• Maintain clear documentation of solutions.
• Contribute to knowledge base articles.
• Maintain consistent, professional communication.
• Adhere to service-level agreements.
• Collaborate with internal IT teams to ensure stable, secure, and efficient IT operations.

Requirements & Tech Stack

• Information Technology foundation, including understanding of operating systems, hardware, software, and enterprise IT environments.
• Network Administration and Network Security concepts, including LAN/WAN basics, firewalls, VPNs, and secure access practices.
• Troubleshooting skills for diagnosing and resolving user issues efficiently.
• Ability to follow structured problem-solving methods.
• Customer Service capabilities, including clear communication, empathy, patience, and commitment to user satisfaction.
• Ability to work on-site in Pune District.
• Ability to manage multiple tickets.
• Ability to follow ITIL-based processes.
• Ability to collaborate effectively with cross-functional teams.
• Familiarity with help desk or service desk tools.
• Familiarity with remote support software.
• Familiarity with documentation practices.

Qualifications

• Relevant education such as a diploma or bachelor’s degree in IT, Computer Science, or related field.
• Industry certifications (e.g., CompTIA A+, Network+, Microsoft, ITIL) are an advantage.
• Prior experience in an IT support or help desk role is preferred.