We are seeking a skilled IT Service Desk professional to join our team in India.
As an IT Service Desk representative, you will be responsible for providing technical support and assistance to end-users, resolving IT-related issues, and ensuring the smooth operation of our IT systems.
This role requires expertise in Windows, Office 365, and SAP Advantage.
The position involves working in shifts to provide 24/7 support to our customer organization.
- Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and efficient resolution of IT-related issues.
- Troubleshoot hardware, software, and network problems, diagnosing and resolving technical issues in a timely manner.
- Assist end-users with Windows operating system-related problems, including installation, configuration, and troubleshooting.
- Support end-users with Office 365 applications, including Outlook, Word, Excel, and PowerPoint, helping them with usage, configuration, and troubleshooting.
- Utilize remote desktop tools to provide remote assistance and resolve issues on end-users systems.
- Escalate complex or unresolved issues to higher-level support teams or vendors, tracking the progress until resolution.
- Create and maintain accurate documentation of support tickets, issue resolutions, and knowledge base articles.
- Collaborate with other IT teams to ensure seamless integration and functioning of IT systems.
- Stay up-to-date with the latest IT trends, technologies, and best practices, acquiring new skills and knowledge as required.
- Proven experience working in an IT Service Desk or technical support role, preferably in a shift-based environment.
- Strong knowledge and hands-on experience with Windows operating systems (Windows 10, Windows Server) and troubleshooting related issues.
- Proficiency in Office 365 applications, including Outlook, Word, Excel, and PowerPoint.
- Familiarity with SAP Advantage is required, including basic troubleshooting and user support.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Customer-oriented approach with a focus on providing exceptional customer service.
- Ability to work in a fast-paced environment, managing multiple priorities and meeting deadlines.
- Flexibility to work shifts, including nights, weekends, and holidays, as required by the organization.
- Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are a plus
- Fluent English – writing, reading, and speaking
- 100% remote work
- Trust-based managerial culture
- Participate only in international projects
- Referral bonuses for recommending your friends
- Career evolution
- Paid Time Off (Vacation, Sick & Public Holidays in your country)
If interested, please share your CV at email@example.com.