Help Desk Support Specialist

Role Overview

The position is for a Level 1 IT Help Desk Onsite Support specialist located in Mohali. Immediate joiners are preferred. The role centers on being the primary contact for IT incident reporting and service requests, ensuring problems are documented, categorized, and resolved promptly while keeping customer experience positive.

Key Responsibilities

• Receive and record incoming calls and emails in the ticketing platform accurately.
• Properly log and track incidents and service requests based on standardized procedures.
• Classify incidents, investigate initial symptoms, and perform diagnosis.
• Offer first-line troubleshooting leveraging documented knowledge base and protocols.
• Escalate unresolved or complex issues to onsite teams or specialized groups when needed.
• Ensure closure of incidents by confirming solutions with the users involved.
• Analyze incident patterns to detect recurring problems for proactive measures.
• Handle standard service requests such as password resets, access permissions, and configuration tasks.
• Maintain consistent and clear communication with end users to provide updates and follow up.

Required Skills and Experience

• Diploma or graduate degree in Information Technology or related discipline.
• Between two and five years of relevant IT support experience.
• Strong verbal and written communication skills focused on customer service.
• Good working knowledge of Windows and Mac operating systems, MS Office suite, and common IT tools.
• Ability to adhere to established processes and maintain accurate documentation.

Additional Information

• Location: Mohali district, India
• Monthly compensation up to 25000 INR.
• Immediate availability is required for candidates.