Job Title

Consultant– Helpdesk Location: Pune Experience: 1-6 years Only Immediate joiners. First round: Communication check and Second Round: Technical Excellent communication skills required Kindly share your resume to with Sub of "Technical Associate – Helpdesk" along with notice period. In this role you will be providing technical support and assistance to users. Act as the first point of contact for resolving hardware, software, and network-related issues. Perform initial troubleshooting, document user interactions, and escalate complex problems to higher-level support teams when necessary. Responsibilities Issue Identification: Serve as the first point of contact for users experiencing technical difficulties, including hardware, software, and network issues. Troubleshooting: Perform basic troubleshooting steps to resolve common problems, such as password resets, software installations, and connectivity issues. Documentation: Accurately log all user interactions and resolutions in the ticketing system to maintain detailed records. Escalation: Identify complex issues that require advanced support and escalate them to the appropriate team or Level 1.5 support. Customer Service: Provide excellent customer service by communicating clearly and empathetically with users. Helpdesk L1.5 Responsibilities Advanced Troubleshooting: Handle escalated issues from L1 support, requiring more in-depth analysis and problem-solving skills. Technical Expertise: Utilize specialized knowledge to resolve complex technical problems related to systems, applications, and networks. Collaboration: Work closely with other IT teams to ensure timely resolution of issues and share insights for continuous improvement. Process Improvement: Contribute to the development of best practices and procedures to enhance helpdesk efficiency and user satisfaction. Training Support: Assist in training L1 staff on new technologies and troubleshooting techniques. Qualifications we seek in you! A degree in information technology or a related field is preferred Preferred Qualifications/ Skills Previous experience in a helpdesk or technical support role is beneficial. Strong communication, problem-solving, and organizational skills are essential. Familiarity with ticketing systems and remote support tools is advantageous.