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IT Service Desk

Please follow the attached JD for reference

 

IT Service Desk Job Description

Job Title: IT Service Desk / Technician

Department: IT Support / IT Service Desk

Reports To: IT Manager / Service Desk Lead

 

Job Summary:

Experience: 2-4 years

Location: Dwarka Sec. 25, New Delhi

Notice: Immediate - 15 days

 

 

The IT Service Desk Analyst is responsible for providing first-line technical support to end-users across the organization. This role involves troubleshooting hardware, software, and network issues, managing IT service requests, and ensuring a high level of customer satisfaction. The analyst will follow ITIL best practices to resolve incidents and escalate complex issues as needed. 

 

Key Responsibilities:

1. Technical Support & Troubleshooting:

Provide first-level support for hardware, software, and network issues via phone, email, and ticketing system.

Troubleshoot and resolve incidents related to operating systems, applications, printers, and peripherals.

Assist with system installations, upgrades, and configurations.

Reset passwords, manage user accounts, and handle access requests.

2. Ticket Management & Documentation:

Log and track all support requests in the IT ticketing system.

Ensure timely resolution of incidents and service requests based on defined SLAs.

Document troubleshooting steps, solutions, and knowledge base articles.

3. Escalation & Coordination:

Escalate complex issues to second- or third-level support teams when necessary.

Coordinate with vendors and external support teams for hardware/software repairs.

4. IT Asset & User Management:

Maintain an inventory of IT assets (laptops, desktops, mobile devices, etc.).

Assist with onboarding and offboarding employees, ensuring proper IT access.

5. Security & Compliance:

Follow IT security policies and procedures, ensuring data protection and compliance.

Educate users on best practices for cybersecurity, phishing prevention, and password management.

 

 

Required Skills & Qualifications:

Bachelor's degree in IT, Computer Science, or a related field (preferred) or equivalent experience.

1–3 years of experience in IT support, service desk, or helpdesk roles.

Strong troubleshooting skills in Windows, macOS, and mobile device environments.

 

Basic understanding of networking concepts (TCP/IP, DNS, VPN).

Excellent communication and customer service skills.

Ability to work in a fast-paced environment and prioritize tasks effectively.

 

If interested, please share your resume to sandeep.s@wisepath.co.in