Job Description

Senior Executive - IT Help Desk3-4 years of experience in a technical support role, with a strong understanding of IT systems, hardware, and software applications.Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable.Location: NoidaPosition Overview:We are currently seeking a dynamic and experienced individual to join our team as a Senior Executive in our IT Help Desk department. The Senior Executive will play a critical role in providing technical support to end-users, troubleshooting IT issues, and ensuring the smooth operation of our IT systems. The ideal candidate will have a strong technical background, excellent communication skills, and a customer-focused approach to problem-solving.Key Responsibilities:Technical Support: Provide high-quality technical support to end-users via phone, email, chat, or in-person, resolving IT issues related to hardware, software, networking, and system access.Troubleshooting: Diagnose and troubleshoot IT problems, escalate complex issues to appropriate teams or vendors as needed, and follow up to ensure timely resolution.Ticket Management: Manage help desk tickets effectively, prioritize tasks based on urgency and impact, and ensure timely resolution of technical issues in accordance with service level agreements (SLAs).User Training and Guidance: Assist end-users with IT-related inquiries, provide guidance on using software applications and IT systems, and conduct training sessions to promote user awareness and proficiency.Documentation: Maintain accurate records of help desk tickets, troubleshooting procedures, and resolutions, and contribute to the development of knowledge base articles and user guides.System Monitoring: Monitor IT systems and networks for performance issues, security vulnerabilities, and potential outages, and take proactive measures to prevent disruptions to business operations.IT Asset Management: Assist in managing IT assets, including hardware inventory, software licenses, and peripheral devices, ensuring compliance with company policies and procedures.Collaboration: Collaborate with other IT teams and departments to address technical challenges, implement system upgrades, and improve IT processes and procedures.Continuous Improvement: Identify opportunities for process improvement and efficiency gains within the IT help desk function, and contribute to the implementation of best practices and service enhancements.Interested ones can share their CV\'son : kunal.gaikwad@researchwire.inResearchwire Knowledge Solutions Pvt. Ltd.Contact number:8879425123

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