A Service Desk Administrator is an IT professional who acts as the primary point of contact for end-users. They handle hardware and software troubleshooting, manage support tickets, and perform general office IT and systems administration to ensure smooth daily technological and administrative operations
Key Roles & Responsibilities:
1. Desktop Administration & Support
- Hardware & Software: Install, configure, and maintain user laptops, desktops, and peripherals (printers, scanners).
- OS & Applications: Troubleshoot Windows/macOS operating systems, Microsoft 365, and proprietary business applications.
- Account Management: Assist with Active Directory (AD) user account setups, password resets, and email configurations.
2. Service Desk / IT Helpdesk
- Ticket Management: Serve as the first line of support for IT incidents, logging and tracking user requests through ticketing systems (e.g., Syncro, Freshdesk).
- Issue Escalation: Resolve tier-1 issues directly and escalate complex or network-related problems to tier-2 or senior IT engineers.
- User Communication: Keep end-users informed of ticket progress, system maintenance, and IT outages.
3. IT Administration & Asset Management [1]
- Inventory Tracking: Maintain an updated asset management database for hardware, software licenses, and office IT peripherals.
- Vendor Coordination: Work with external vendors for internet connectivity issues, hardware repairs, or software procurement.
- Documentation: Draft and update internal IT troubleshooting guides, FAQs, and service desk processes.
Required Skills & Qualifications
- Technical Knowledge: Strong understanding of TCP/IP, DNS, DHCP, VPN, and basic LAN/WAN troubleshooting.
- Problem-Solving: Excellent deductive reasoning and analytical abilities for break/fix hardware issues.
- Soft Skills: Outstanding communication and customer service skills to deal with end-users patiently and professionally.
- Qualifications: A Bachelor’s Degree or Diploma in Information Technology, Computer Science, or related field.
- Certifications: Certifications such as Microsoft Certified (MCP) or Office 365 or ITIL Foundations are highly advantageous
Pay: ₹15,000.00 per month
Benefits:
Application Question(s):
Shift availability:
Work Location: Remote
