About the role
Hi,
We are hiring for the leading ITES company for Service Desk - Technical Support Representative Profile**.**
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Job Summary:
We are hiring for a Service Desk Analyst / Technical Support Associate to provide L1/L1.5 technical support to customers and end users through live chat, email, and ticketing systems. The role involves troubleshooting Windows, Microsoft 365, application, account, access, network, and connectivity-related issues while ensuring timely resolution or escalation.
Key Responsibilities:
- Act as the first point of contact for IT-related queries and technical issues.
- Provide technical support through live chat, email, and ITSM/ticketing platforms.
- Understand issues through effective probing and diagnostic questioning.
- Log, categorize, prioritize, track, and update incidents and service requests.
- Perform L1/L1.5 troubleshooting and maximize First Contact Resolution (FCR).
- Provide clear, step-by-step troubleshooting instructions to users.
- Maintain ownership of incidents until resolution or appropriate escalation.
- Escalate complex issues to L2/L3, Network, Application, Infrastructure, or specialized teams.
- Maintain detailed troubleshooting notes and resolution details in the ticketing system.
- Keep users informed about ticket status, expected resolution, and next steps.
- Follow SOPs, ITIL processes, knowledge-base articles, information-security guidelines, and SLAs.
- Identify recurring issues and contribute to knowledge-base and process improvements.
Technical Support Areas:
- Windows & Desktop Support
- Microsoft 365 & Application Support
- Account & Access Management
- Network & Connectivity
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