IT Helpdesk Executive Graduate Experience Jobs in Mumbai

Ticketing Systems:Experience with tools like ServiceNow, JIRA, Zendesk, or ManageEngine for logging and tracking issues.Familiarity with ITIL concepts like Incident, Change, and Problem Management.Soft SkillsCommunication Skills:Clear and concise communication with end users.Ability to explain technical issues to non-technical users.Customer Service:Empathy and patience while handling user complaints.Maintaining a customer-first approach to resolving issues.Problem-Solving:Analyzing issues logically and providing effective solutions.Ability to handle and prioritize multiple tasks.Time Management:Managing time effectively to resolve issues within defined SLAs.Prioritizing critical tasks during high-pressure situations.Team Collaboration:Working effectively with IT teams and escalating issues when necessary.Sharing knowledge with peers for continuous improvement.Tools and PlatformsTicketing and Monitoring:ServiceNow, JIRA, Zendesk, SolarWinds.Remote Support:TeamViewer, AnyDesk, Remote Desktop, LogMeIn.Communication Tools:Microsoft Teams, Slack, Zoom.Basic Monitoring Tools:Tools for hardware health, network activity, and log analysis.Additional SkillsAdaptability:Learning new tools and technologies quickly.Attention to Detail:Identifying root causes and preventing repeat issues.Documentation:Maintaining detailed records of issues and solutions in a knowledge base.Training and Guidance:Assisting users in understanding systems and software.

Job briefWe are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the companys reputation and business. Primary responsibilities Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Write training manuals. Train computer users. Maintain daily performance of computer systems. Respond to email messages for customers seeking help. Ask questions to determine nature of problem. Walk customer through problem-solving process. Install, modify, and repair computer hardware and software. Clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Install, configure, and upgrade PC software. Follow up with customers to ensure issue has been resolved. Gain feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur. Keep inventory of all equipment, software, and license users. Monitor and respond quickly to incoming requests relate to IT issues.Requirements Proven experience as a help desk technician or other customer support role Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in English