Job Title: IT Helpdesk Support
Employment Type: Permanent
Location: Coimbatore
Experience: 1 year
Work Mode: Work from office (6 days Work Rotational Week off)
Shift: Rotational Shift (6.00 AM- 3.00 PM/ 12.00 PM- 9.00 PM/ 6.00 PM- 3.00 AM)
Job Description
We are seeking a proactive
IT Helpdesk Support (L1) professional to manage and resolve user queries, ensure seamless ticket handling, and deliver an excellent end-user support experience. The role requires strong communication skills in
English and Hindi , the ability to work independently, and a keen eye for process improvements.
Key Responsibilities
Ticket Handling, Monitoring Dispatching:
- Create tickets and resolve Level 1 (L1) issues, including simple user queries (What-is / How-to / When) using FAQ.
- Perform First Level Resolution (FLR) for all tickets within the L1 scope without spillover to Level 2 (L2).
- Dispatch tickets beyond L1 purview to the respective L2 solution group.
- Analyze user issues, capture necessary information, and apply troubleshooting skills based on training and knowledge base.
- Maintain end-to-end ownership of tickets from creation follow-up closure.
- Follow up daily on all open tickets (L1 L2) with users/technical teams to ensure timely resolution.
- Use knowledge base articles to provide accurate and clear resolutions to users.
- Confirm resolution effectiveness with customers before marking tickets as Resolved.
- Contribute to process improvements and innovations for better operational efficiency and customer satisfaction.
- Document and update new knowledge articles to strengthen the knowledge base.
Primary Skills
- Ability to adapt quickly to project environments and execute tasks independently.
- Quick learner with confidence to handle calls independently.
- Good working knowledge of MS Office tools .
- Strong communication skills in:
- English Excellent verbal written communication.
- Hindi Excellent verbal communication.
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