Description

What You'll Do:

• Provide end-user support for application, desktop, laptop, and basic system administration issues
• Diagnose, prioritize, troubleshoot, and resolve IT incidents and service requests via phone and email
• Perform initial triage and troubleshooting by following defined SOPs to identify root causes
• Escalate critical or high-priority incidents requiring urgent attention
• Track, document, and update all incidents and resolutions accurately in the ticketing system
• Take ownership of user issues and ensure timely communication of progress and resolution
• Handle helpdesk requests while meeting defined Service Level Agreements (SLAs)
• Support standard enterprise applications such as Outlook, MS Office, Google Workspace, VPNs, and browsers
• Provide basic to intermediate troubleshooting for Windows, macOS, and VDI environments
• Maintain a high level of customer service and adhere to service management principles
• Work in a 24×7 environment with rotating shifts and weekly offs
• Continuously enhance technical skills to improve support quality
   

Expertise You'll Bring:

• 2 to 5 years of experience in an IT Helpdesk or Service Desk (voice-based support)
• Strong verbal and written communication skills
• Knowledge of ITIL framework and service management terminology
• Hands-on experience with Windows and macOS operating systems and VDI environments
• Awareness of basic networking concepts such as DHCP, IP addressing, DNS, TCP/IP, and VPN
• Strong problem-solving and troubleshooting capabilities
• Experience working with ticketing systems and adhering to SLAs
• Ability to work independently and manage tasks in a fast-paced environment
• Excellent documentation and organizational skills
• Customer-focused mindset with a strong commitment to service excellence
• Flexibility to work rotating shifts, weekends, and holidays
• Ability to handle stressful situations and adapt to changing requirements

Key Skills

Education

Any Graduate