Desktop Support Lead @ Gurgaon, Sec-48

Role & responsibilities

Job Responsibilities ( Senior Deskside Support )

• Serve as a point of contact for users seeking technical assistance, both in-person as well as remotely
• Process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests
• Troubleshoot and determine best solutions, providing accurate, thorough, and clear communication to users
• Escalate unresolved issues to the appropriate level of the IT Operations team
• Properly record incident actions and follow-up details into the IT ticketing system
• Provide troubleshooting and technical support for Windows and macOS laptops
• Provide troubleshooting and technical support for Microsoft 365 desktop and web applications
• Provide troubleshooting and technical support for cloud applications and productivity tools
• Provide on-site support for office technology, such as copiers, printers, wireless, Audio/Video Conferencing, phones, etc.
• Assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team

Create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guide

Preferred candidate profile

Perks and benefits