Job description
Note – Optional work location- Cochin /Dubai

Roles/ responsibilities

· Serve as the first point of contact for customers seeking technical assistance over the phone or email

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs

· Follow-up and update customer about the support status and make record in ITIL tool

· Pass on any feedback or suggestions by customers to the appropriate internal team

· Identify and suggest possible improvements on procedures

Skills Required

· Good communication and time-management skills

· Hands on Experience in desktop support

· Proven experience as a helpdesk Engineer or other customer support role

· Good work experience on Windows and MAC systems and other IT peripherals

· Ability to work under pressure and prioritize tasks based on urgency and importance.

· Motivation to learn new skills and technologies.

· Critical thinker and problem-solving skills

· Degree in Information Technology, Computer Science or equivalent

· Experience is any ITIL tool is a plus

Job Type: Full-time

Ability to commute/relocate:

Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

GSIT Insfrastructure Looking for IT Help Desk – Bangalore at Kochi, Kerala Full Time

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