Walk-in || Service Desk Associate | IT Helpdesk Analyst | Technical Support

Job Title

Service Desk Associate | IT Helpdesk Analyst | Technical Support Executive (0-2 Years)

Location

Hyderabad (Work from Office/Hybrid)

Experience

0-2 Years

Job Summary

We are looking for enthusiastic and customer-focused Service Desk Associates to provide first-level technical support to end users. The ideal candidate should possess excellent communication skills, a customer-first mindset, and basic IT troubleshooting knowledge.

The role involves handling user queries via phone, email, and ticketing systems, troubleshooting common IT issues, and ensuring timely resolution or escalation of incidents.

Key Responsibilities

• Provide first-line technical support to end users through calls, emails, and ticketing systems.
• Handle password resets, account unlocks, Outlook issues, software installation requests, VPN issues, and other basic technical incidents.
• Log, categorize, prioritize, and update tickets accurately in the ticketing tool.
• Diagnose and troubleshoot IT issues using remote support tools.
• Follow established troubleshooting procedures and knowledge base articles.
• Escalate unresolved issues to appropriate support teams.
• Maintain regular communication with users regarding ticket status and updates.
• Ensure high levels of customer satisfaction and service quality.
• Document resolutions and update knowledge repositories.

Required Skills

Excellent verbal and written English communication skills

Strong customer service orientation

Ability to communicate confidently with end users over phone, email, and chat

Basic understanding of:

• Windows Operating Systems
• MS Outlook
• Office 365
• Active Directory
• Password Reset Processes
• VPN Connectivity
• Remote Desktop Tools

Good analytical and problem-solving skills

Willingness to work in rotational shifts

Preferred Qualifications

• B.Tech / BCA / MCA / B.Sc (Computers/IT) or equivalent
• ITIL Foundation Certification (Preferred)
• Experience in Service Desk, IT Support, Technical Support, Customer Support, or Helpdesk roles

Important Note

Excellent communication skills are mandatory for this role. Candidates should be comfortable interacting with customers and resolving issues over voice calls.