Service Desk Technician- EUC L1

Position Summary

We are seeking a proactive and customer-focused Technical Service Desk Technician to serve as the first point of contact for our employees' IT inquiries. You will be responsible for providing timely and effective technical assistance, primarily resolving common issues like password resets, software installation, and basic hardware troubleshooting. The ideal candidate is a patient problem-solver with excellent communication skills and a passion for helping others.

Key Responsibilities

• First-Line Support: Provide first-contact resolution for incoming incidents and service requests via phone, email, and chat.
• Incident Management: Accurately log, categorize, prioritize, and track all incidents and requests in the IT service management (ITSM) tool.
• Common Issue Resolution: Efficiently diagnose and resolve a high volume of basic technical issues, including but not limited to:
• Password resets and account unlock for various systems (Active Directory, Office 365, etc.).
• Basic software installation, configuration, and troubleshooting (Microsoft Office, browsers, antivirus, etc.).
• Printer and peripheral device setup and connectivity issues.
• Basic network connectivity troubleshooting (Wi-Fi, VPN, wired connections).
• Guidance on how to use standard company applications and hardware.
• Escalation Management: Identify, document, and promptly escalate complex issues to Level 2 or 3 support teams with clear and detailed notes.
• Knowledge Base: Contribute to and utilize the internal knowledge base to ensure consistent and accurate solutions. Document recurring issues and their resolutions.
• Customer Service: Deliver exceptional customer service, ensuring all users are treated professionally and with empathy. Communicate technical information in a clear and understandable manner to non-technical staff.
• User Account Management: Assist with basic user account lifecycle processes (onboarding, transfers, offboarding) under supervision.

Qualifications & Experience

Required:

• High school diploma or equivalent.
• 6+ months of experience in a customer service or technical support role (can include internships or relevant academic projects).
• Basic understanding of computer systems, mobile devices, and other tech products.
• Familiarity with common operating systems (Windows 10/11, macOS) and Microsoft Office 365 Suite.
• Except written and verbal communication skills.
• Strong customer-oriented attitude and a calm, patient demeanour under pressure.

Preferred (a plus, but not required):

• An associate or bachelor's degree in information technology, Computer Science, or a related field.
• Professional certification such as CompTIA IT Fundamentals (ITF+), Microsoft 365 Fundamentals (MS-900), or similar.
• Hands-on experience with a ticketing system (e.g., ServiceNow, Zendesk, Jira Service Management).
• Basic knowledge of Active Directory for user account management.
• Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP).

Key Competencies

• Problem-Solving: Ability to methodically diagnose issues and apply logical solutions.
• Active Listening: Ability to understand the user's problem and ask the right questions.
• Adaptability: Ability to handle a high-paced environment and quickly learn new technologies.
• Teamwork: Collaborates effectively with other team members to resolve issues.
• Reliability: Punctual, manages time effectively, and follows through on commitments.

Working Conditions

• This position is typically based in an office environment in Bangalore at the client location.
• May require sitting for extended periods and looking at a computer screen.
• May be required to work in shifts