Job Summary
Brief Description
Key Responsibilities:
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Act as the first point of contact for IT support by responding to user inquiries via calls, emails, and other communication channels.
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Log, prioritize, and manage incidents and service requests using the HEAT WebDesk/Ivanti ticketing system.
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Accurately document user-reported issues, including contact information, problem descriptions, and resolution steps.
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Troubleshoot and analyze technical issues to identify root causes and provide first-level resolutions where applicable.
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Escalate complex technical issues to higher-level support teams in accordance with established escalation procedures.
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Assist users with software-related queries, password resets, and other common IT support requests.
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Educate users on best practices to help prevent recurring IT issues and improve system usage.
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Provide remote technical support using remote desktop tools and guide users through troubleshooting via phone or chat.
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Follow IT Service Management (ITSM) processes while ensuring compliance with organizational security and data protection standards.
Preferred Skills
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Excellent problem-solving and analytical abilities.
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Strong communication skills, both written and verbal.
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Leadership qualities with the ability to mentor junior team members.
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Ability to work independently and collaboratively in a fast-paced environment.
Qualification: B.Tech / MCA