Senior Service Desk

Job Description

Job Description (JD)
Job Title

Service Desk (L1) Agent – 2A

Role Designation

Senior Technical Support Executive

Employment Type

Full-time

Experience Required
12–18 months of experience in a Service Desk or Technical Support process
Job Summary

We are looking for a Service Desk (L1) Agent / Senior Technical Support Executive to provide Level 1 technical support for end users. The role involves remote troubleshooting of desktops, laptops, applications, operating systems, Microsoft productivity tools, and basic networking issues while ensuring high customer satisfaction.

Key Responsibilities
Provide Level 1 remote technical support to end users.
Troubleshoot hardware and software issues related to desktops and laptops.
Resolve LAN connectivity and VPN-related issues.
Support Microsoft Office and Office 365 applications.
Troubleshoot Outlook, Microsoft Teams, Skype for Business, SharePoint, and OneDrive.
Diagnose and resolve operating system issues.
Handle application support requests.
Troubleshoot small form-factor devices (iOS, Android, Windows).
Perform registry fixes, patch upgrades, and antivirus troubleshooting.
Escalate unresolved issues to higher support levels.
Maintain incident documentation and update support tickets.
Deliver excellent customer service while adhering to SLA timelines.
Required Experience
12–18 months in:
Service Desk
IT Help Desk
Technical Support
Remote Desktop Support
Required Technical Skills
Desktop & Laptop Support
Remote troubleshooting
Hardware diagnostics
Software troubleshooting
Operating Systems
Windows XP
Windows 7
Windows 8
Windows 10
Microsoft Technologies
Microsoft Office Suite
Office 365
Outlook 2013–2019
Microsoft Teams
Skype for Business
SharePoint
OneDrive for Business
Mobile Device Support
iOS
Android
Windows Mobile Devices
Networking
LAN troubleshooting
VPN troubleshooting
TCP/IP
OSI Model
Network Devices
Basic Networking Concepts
Security
Registry Fixes
Patch Upgrades
Antivirus Troubleshooting
Security
Encryption
Required Soft Skills
Excellent communication skills
Customer service orientation
Strong troubleshooting skills
Time management
Ability to multitask
Problem-solving ability
Ability to work in a fast-paced Service Desk environment
Proactive approach to customer support
Preferred Candidate Profile
Experience working in an IT Service Desk environment.
Strong analytical and diagnostic skills.
Ability to resolve technical issues within SLA.
Good interpersonal and customer handling skills.
How to Apply

Interested candidates can contact:

8884499448
8494849452