RequirementsThe Helpdesk Support role involves providing the first line of technical assistance to users within a Windows environment. The primary responsibility is to handle basic technical issues and inquiries, ensuring quick and effective resolutions while maintaining a high level of customer service.Requirements
User Support and Troubleshooting:
Serve as the first point of contact for technical support, handling inbound requests via phone, email, or ticketing system.
Provide basic troubleshooting for Windows-based systems, including desktops, laptops, and peripherals.
Assist with common issues related to software applications, network connectivity, and hardware malfunctions.
Guide users through simple troubleshooting steps, such as rebooting devices, adjusting network settings, and reinstalling software.
Log all incidents and service requests accurately in the ticketing system and ensure timely follow-up.
System and Software Management:
Assist with user account setup, password resets, and basic permission configurations in Active Directory.
Provide support for Microsoft Office 365 applications and assist with basic productivity tool issues.
Perform routine tasks like system updates, patch installations, and antivirus scans to ensure system security and stability.
Customer Service:
Deliver excellent customer service by maintaining a professional demeanor and ensuring user satisfaction.
Educate users on basic troubleshooting techniques and IT best practices to minimize recurring issues.
Communicate effectively with users, keeping them informed about the status of their requests and any planned IT activities. Qualifications
Education:
Bachelor’s degree in computer science, Information Technology, or a related field preferred
Relevant certifications such as CompTIA A+ or Microsoft Certified Solutions Associate (MCSA) are an advantage.
Experience:
1-2 years of experience in a technical support or helpdesk role, preferably in a Windows environment.
Preferably IT Technical Call Center Experience
Technical Skills:
Basic knowledge of Windows operating systems (Windows 10, Windows 11).
Familiarity with Microsoft Office 365 and common productivity tools.
Understanding of basic networking concepts, including TCP/IP, DNS, and DHCP.
Experience using remote desktop tools and ticketing systems.
Soft Skills:
Strong communication and interpersonal skills.
Ability to troubleshoot and resolve issues efficiently.
Excellent customer service orientation.
Ability to work independently and prioritize tasks effectively.
Availability:
Willingness to work in shifts, including nights and weekends, as required.
Ability to be on-call for urgent issues when necessary.
B.Sc/BE/B-Tech in computer science/Electronics or equivalent.
Min 2 years of experience
Min 2 years of experience
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