Join our dynamic team as a Helpdesk Associate and provide essential L1 technical support. This role is crucial for identifying, prioritizing, and resolving technical issues reported via phone, email, and chat. You will act as a key liaison between our clients and internal departments, ensuring a smooth and efficient IT infrastructure.

This position requires a strong understanding of ITIL best practices, particularly in Incident and Request Management. If you are passionate about technology and helping others, this is an excellent opportunity to grow with a leading global company.

Your primary responsibilities will involve providing L1 technical guidance to users, addressing reported problems through various communication channels. This includes the entire lifecycle of issue resolution: recognition, research, isolation, resolution, and follow-up.

You will be responsible for troubleshooting a range of issues related to MS Windows, PC Hardware, Internet Explorer, MS Office, and COTS applications. A solid grasp of ITIL principles for Incident and Request Management is essential for success in this role.

Candidates should possess strong troubleshooting skills for common software and hardware issues. A minimum of one year of international calling experience is required, along with excellent comprehension and writing abilities. Exceptional customer handling skills are paramount, as you will be the first point of contact for many users.

This role requires a graduate degree, with B.Tech/B.E or other technical degrees being preferred. The ability to work effectively in rotational shifts within a 24x7 support window is also a must.