We are looking for a skilled IT Service Desk Specialist to provide first-line technical support and ensure smooth operations across multiple systems and platforms. The role involves handling calls, emails, tickets, and incidents, along with managing access and providing network-level troubleshooting.

Key Responsibilities

Calls Handling:

Address and resolve issues and service requests reported via calls.

Transfer and patch calls when required.

Emails Handling:

Diagnose and resolve issues reported through emails.

Manage Outlook shared mailbox and track email threads carefully.

Respond with clear, professional technical writing.

Tickets Management:

Maintain accurate logs of reported issues through unique tickets.

Assign tickets to the correct teams and ensure full resolution cycle.

Access & Network ID Management:

Manage and troubleshoot user accounts, permissions, and access rights.

Perform Level-1 diagnosis for Windows and Mac OS issues.

Provide support for Microsoft Outlook configuration and VPN services.

Deliver onsite and remote support via VNC/Team Viewer.

Incident Management:

Serve as front-line support, triaging and escalating issues as per policies.

Manage outages, coordinate with teams for root cause analysis.

Handle desktop support issues, Microsoft Office, and custom applications.

Apply essential updates and fixes.

Troubleshoot basic network issues (IP, routers, switches, commands, routing protocols).

Reports:

Prepare hourly performance logs, task logs, incident reports, and database updates.

Key Performance Indicators:

Average Handling Time (AHT).

First Call Resolution (FCR).

SLA adherence and quality targets.

Attendance and performance benchmarks.

Qualifications, Skills & Experience

Bachelor’s Degree in Computer Science, IT, or related field.

Prior experience in ServiceDesk, Access, Incident, Change, Problem Management preferred.

Strong verbal and written communication skills, with technical writing expertise.

Strong problem-solving and prioritization skills; ability to multitask under pressure.

Experience with ServiceDesk/CRM/ITSM tools is preferred.

Ability to interact with senior management, clients, and vendors.

Organizational skills, attention to detail, and flexibility across multiple tasks.

Ability to understand Native North American, British, or Neutral English accents.

High energy, self-motivated, with urgency to deliver results.

Basic knowledge of ITIL Framework.

Familiarity with hardware, software, and network troubleshooting.

Positive customer service attitude with proactive problem-solving.

Flexibility to work in 24/7/365 support shifts.

Perks & Benefits

Bi-Annual Bonus.

Internet Device.

Medical Insurance (including family OPD).

Provident Fund.

Group Life Insurance.

Annual Leaves.

EOBI.