Job Description

Senior Executive - IT Help Desk

3-4 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: Noida

Position 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's

on : kunal.gaikwad@researchwire.in 

Researchwire Knowledge Solutions Pvt. Ltd. 

Contact number:8879425123