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14 Cyncly Jobs
Level 1 IT ServiceDesk Technician
Cyncly
posted 3d ago
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Flexible timing
Key skills for the job
Job Description
Job Title: Level 1 Service Desk Technician
Location: Pune, India.
Permanent, Full Time.
Shift Hours: Morning Shift (6.30am - 3.30pm)
Location: Pune, India.
Permanent, Full Time.
Shift Hours: Morning Shift (6.30am - 3.30pm)
About Us:
About the role:
We are seeking a dedicated and customer-focused Level 1 Service Desk Technician to join our IT team in Pune, India. The ideal candidate will be responsible for providing first-line technical support to our users, ensuring that IT issues are assigned, resolved, and escalated promptly and efficiently. This role requires working shift hours to provide extended support for our global teams. The emphasis is placed on delivering exceptional customer service and maintaining a high level of user satisfaction.
Key Responsibilities:
- Provide First-Line Support: Respond to all incoming service requests and ensure appropriate action, including troubleshooting, resolution, and escalation to senior resources.
- Request Management: Create, review, assign, and prioritize requests in the service desk system, ensuring accurate and timely updates to meet SLA targets.
- Troubleshooting: Diagnose and resolve hardware, software, and network issues for end-users.
- User Assistance and Education: Assist users with IT-related queries and provide guidance on using IT systems and applications.
- Escalation: Escalate complex issues to higher-level support teams as necessary, ensuring proper documentation and follow-up.
- Documentation: Create and maintain user-focused solution articles, FAQs, How-To guides, and standard operating procedures (SOP) to enable user self-help and consistency in IT service desk operations.
- Security Measures: Adhere to and promote security best practices to protect user data and IT infrastructure.
- Technology Trends: Stay updated on the latest technology trends and advancements to provide informed support.
Qualifications:
- Education: A diploma or degree in Information Technology, Computer Science, or a related field.
- Language: Proficient in written and spoken English.
- Experience: 1-2 years experience in an IT service desk or technical support role. Experience with FreshService is a strong asset.
- Technical Skills:
- Strong and demonstrated knowledge of Microsoft 365 and MS Teams.
- Experience with various laptop and desktop Microsoft and Mac Operating Systems.
- Understanding of basic troubleshooting, including general IT hardware such as laptops, desktops, network, WiFi, and Bluetooth.
- Familiarity with service desk software and remote support tools.
- Certifications: ITIL, CompTIA A+, or other relevant certifications are a plus.
- Soft Skills: Excellent communication, problem-solving, and customer service skills.
- Customer Service: Strong customer service orientation with the desire to take ownership of issues to ensure an exceptional end-user experience.
- Team Player: Ability to work effectively in a global team environment.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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