L1 IT Help Desk Associate Bell Techlogix India
Bell Techlogix India
Office Location
Full Time
Experience: 1 - 1 years required
Pay:
Salary Information not included
Type: Full Time
Location: Hyderabad
Skills: Technical Support, Troubleshooting, Hardware, Software, Documentation, SLAs, Windows, MAC, Verbal communication, written communication, Voice based Technical Support
About Bell Techlogix India
Job Description
Level 1 Service Desk Associate Job Title: Service Desk Associate 2 (Level 1 Service Desk Associate) Job Description: As a Level 1 Service Desk Associate, you will play a crucial role in providing technical support and assistance to end-users. Your responsibilities will include: Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team. Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution. Voice based Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively. Escalation: Escalating complex technical issues to Level 2 support or relevant teams when necessary, while maintaining ownership of the incident. Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference. Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times. Qualifications: Bachelor's degree in Computer Science or a related field. Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus. Previous experience in a Level 1 Service Desk role or similar IT support position. Proficiency in troubleshooting Windows and/or Mac operating systems. Strong verbal and written communication skills and a customer-oriented mindset. Ability to work under pressure and meet deadlines.,