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About the role
Greetings from Varishtha Infotech Position: IT Help Desk Associate Location: Kochi Infopark Workdays: Monday to Saturday Experience: 5+years Notice period: Immediate Responsibilities include: Handling Tickets and calls from the users. Provide remote support to customers, addressing technical issues promptly and professionally. Update the tickets on time and strictly follow the SLA. Ability to understand the tickets generated and take necessary action. L1 Troubleshoot and resolve software and hardware problems related to Windows OS, Office Products, VPN, Network Permissions, Software Installations etc Assigning tickets to the appropriate internal team for the solution. Timely acknowledging, handling and resolving the tickets with proper notes in the tickets. Creation, updating and deactivation of internal users according to the HR Approvals. Knowledge on Manage Engine Tool to log, track, update and resolve the tickets. Collaborate with cross-functional IT Teams, including Infrastructure, Application, Network and Messaging Teams to resolve complex technical issues and contribute to improving overall IT Infrastructure. Continuous update and maintain knowledge base articles to enable productive self-service solutions for common problems. Deliver exceptional customer service by effectively communicating technical information in a clear and concise manner. Actively participate in Teams Meetings, Training Sessions and Knowledge Sharing Activities to enhance technical skills and stay updated on new technologies. Requirements: Proven experience as a Support Desk Analyst or in a similar technical support role, preferably in Global Environment (>5 years of experience). Basic knowledge and experience with Office Products, VPN, Network Permissions, Software Installations, Active Directory. Printer Configuration (Local & Network), Shared Folder Permissions etc. Familiarity with Manage Engine is a plus. Excellent analytical ab .