IT Help Desk Executive
Hirestaffs · Mumbai · onsite · Posted 37d ago
About a minute. You'll make an account on the way through.
About this role
Key Responsibilities
1. Act as the first point of contact for support via phone, email, or ticketing tool.
2. Log, diagnose and resolve incidents for desktops, laptops, printers, and
business apps.
3. Manage user accounts, Active Directory/O365 user administration, and
password resets.
4. Provide remote support using RMM, TeamViewer, or Logmein123.
5. Monitor, prioritise and escalate tickets as per SLAs.
6. Assist with basic network troubleshooting (LAN/WLAN, VPN, firewall basics).
7. Support VoIP/telephony users when required (extensions, softphone issues).
8. Create and maintain documentation: knowledge base, SOPs, user guides.
9. Contribute to continuous improvement initiatives and recommend
automation opportunities.
10. Work within a rotating shift roster to provide 24-7 coverage, including
weekends.Required Skills & Qualifications
1. Diploma/Graduate in Computer Science, IT, or related field.
2. 14 years of helpdesk/support experience in an MSP or IT services
environment.
3. Strong knowledge of Windows 10/11, MS Office 365, remote tools, and basic
networking knowledge of Routers, Firewalls, Switches, VPN and wireless
devices.
4. Working knowledge of Active Directory – on-premises and Azure; file sharing
permission; group policy management
5. Good understanding of AV Technologies and associated administration.
6. Strong understanding of backup and restoration methods.
7. Familiarity with ticketing systems processes.
8. Excellent English communication skills and customer service orientation.
9. Excellent attitude and great phone etiquette.
10.Team Player with ability to motivate and knowledge share with other team
members to deliver excellent customer services.
11.Ability to demonstrate clear and confident communication skills both written
and verbal.
12.Ability to deal with problems and technical issues in a friendly, calm and
positive manner.
13.Passion for Technology with a drive to help customers take advantage of new
solutions.
14.Ability to multi-task, prioritise and escalate accordingly
15.Tenacity and dedication to pursue an issue from beginning to end.
16.Self-motivated’ ability to work unsupervised.
17.Desirable: Hospitality IT experience
Sourced from naukri