Key Responsibilities
- Provide first-level technical support to end users through phone, email, remote support, and in-person assistance.
- Collect, understand, and evaluate user requirements while coordinating with project managers, developers, and technical teams.
- Log, track, prioritize, and resolve user issues using an IT Helpdesk/Ticketing System.
- Diagnose hardware, software, application, and network-related issues and provide timely resolutions.
- Escalate unresolved issues to appropriate technical teams and monitor them until closure.
- Maintain detailed records of user interactions, troubleshooting activities, resolutions, and follow-up actions.
- Prepare and maintain user manuals, FAQs, knowledge base articles, and technical documentation.
- Assist users with software installation, system configuration, password resets, and application support.
- Coordinate with development teams for bug reporting, issue validation, and testing of fixes.
- Provide guidance and training to users on application features and standard operating procedures.
- Monitor service requests to ensure compliance with defined Service Level Agreements (SLAs).
- Support deployment activities, software updates, and system rollouts when required.
- Ensure high levels of customer satisfaction through professional and timely support.
Required SkillsTechnical Skills
- Experience with IT Service Management (ITSM) or Helpdesk Ticketing Tools.
- Good understanding of Windows operating systems and Microsoft Office applications.
- Basic knowledge of networking concepts (LAN, WAN, TCP/IP).
- Understanding of databases and enterprise applications is desirable.
- Knowledge of remote desktop support tools.
- Familiarity with troubleshooting hardware and software issues.
Soft Skills
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Customer-focused approach with good interpersonal skills.
- Ability to work under pressure and manage multiple priorities.
- Strong documentation and reporting skills.
- Ability to work independently as well as in a team environment.
Preferred Skills
- Experience supporting Government or Public Sector projects.
- Knowledge of ITIL processes and Service Desk operations.
- Experience with CRM or ERP applications.
- Familiarity with SLA-based support environments.
Experience
- Minimum 1 to 3 years of experience in IT Helpdesk, Technical Support, Application Support, or Customer Support.
- Experience working in enterprise-level support environments is preferred.
Pay: ₹25,000.00 - ₹50,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Experience:
- Help desk Support: 1 year (Required)
Location:
- Beltola, Guwahati, Assam (Required)
Work Location: In person
