Job Description

Job Summary
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TECHNICIAN, HELPDESK (L1 support)

Experience: 4-7 years

Work Location- India (Remote)

Roles and Responsibilities-

• Ensure the service desk operates efficiently and meets or exceeds established service level


agreements (SLAs) and key performance indicators (KPIs).

• Develop and implement service desk policies, procedures, and best practices to enhance service


delivery and customer satisfaction.

• Coordinate with other IT teams to resolve complex technical issues or escalations in a timely


manner.

• Oversee incident management processes, including ticket triage, prioritization, and resolution.
• Develop and maintain knowledge base articles and self-help resources to facilitate efficient issue


resolution and end-user empowerment.

• Collaborate with IT stakeholders to identify and address recurring or systemic IT issues,


ensuring proactive problem management practices.

• Foster a customer-centric culture within the service desk team, promoting excellent customer


service and continuous improvement.

• Provide L1- support and if required handle or manage the team.
Area of expertise (Skills)
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Desired Experience Profile

• Proven experience as a L1-SUPPORT or similar role, preferably in an ITIL (Information Technology Infrastructure Library) environment.
• Familiarity with service desk ticketing systems and ITSM (IT Service Management) tools.
• Solid understanding of IT infrastructure and support processes, including hardware, software,


networks, and security.

• Good knowledge of active directory. Account creation, DL Creation, shared mailbox creation.
• Good knowledge of Citrix environment. L1 troubleshooting of Citrix related issues.
• Knowledge of VPN and VPN client (Cisco AnyConnect) and troubleshooting.
• Strong knowledge of IT service management frameworks and practices, including incident


management, problem management, and change management.

• Good and strong knowledge of Active directory and how to handle P1 - Critical issue.
• Experience of how to handle the bridge call for P1 issues.
• Good experience to work on different ticketing tools and how to handle issues on remote


effectively over calls, chat and Teams chat.

• Strong knowledge of IT service management frameworks and practices, including incident


management, problem management, and change management.

• Good Team player and actively participate and ready to learn new processes every day .
• Familiarity with service desk ticketing systems and ITSM (IT Service Management) tools.
• Solid understanding of IT infrastructure and support processes, including hardware, software,


networks, and security.

• Excellent communication and interpersonal skills, with the ability to effectively interact with


end-users, stakeholders, and technical teams.

• Analytical and problem-solving abilities to identify root causes, trends, and patterns in service


desk operations.

• ITIL certification or other relevant certifications would be a plus
Other Skills and Experiences (Min)
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Education
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Bachelor Degree