Service Desk Technician

Job Description:Mandatory Requirement:Shift Timing: Monday to Friday, 1:00 PM CST to 10:00 PM CST (equivalent to 12:30 AM to 9:30 AM IST).Key Responsibilities:Troubleshoot and resolve moderately complex technical issues across all technical areas and highly complex issues in at least one specialized area.Apply policies and procedures with minimal supervision.Perform assigned project work under the supervision of a lead or manager.Exhibit strong teamwork, excellent communication skills, and the ability to work independently with minimal supervision.Provide exceptional customer support through phone and in-person interactions.Qualifications:Bachelor's degree preferred.2–4 years of hands-on experience in configuring, installing, troubleshooting, and repairing printers, PCs, and laptops.Proficient in providing technical support for both local and remote users.Strong technical knowledge of:Operating Systems: Windows XP, Windows 7Applications: Microsoft Office 2003/2007, Market Data Applications (e.g., Bloomberg)Telephony EnvironmentsExpert-level knowledge in at least one technical area with moderate proficiency across multiple IT domains.Strong basic execution and troubleshooting skills in both hardware and software issues.Ability to manage and prioritize tickets effectively in a ticketing system.Illustrative Responsibilities:Primary responsibility is to handle user issues over the phone from the service desk.During periods of high call volume or when required, escalate issues to desktop support for efficiency.Provide Level 1 technical support for local users and Level 2 support for remote users.Handle incident management efficiently to ensure timely resolution and customer satisfaction.