Job Description

We are looking for a customer-focused and tech-savvy Help Desk Analyst to join our remote IT support team. In this role, you will provide first-level technical support and troubleshooting assistance to internal users, helping resolve hardware, software, and system issues via phone, chat, email, or remote tools.Key Responsibilities:Respond to and resolve user inquiries and technical issues in a timely and professional mannerDiagnose and troubleshoot hardware, software, networking, and system problemsDocument incidents, service requests, and resolutions in the ticketing systemEscalate complex issues to higher-level support or specialized teams as neededAssist users with password resets, software installations, and account access issuesGuide users through step-by-step solutions using remote desktop tools when necessaryMaintain detailed records of all user interactions, steps taken, and outcomesMonitor system performance and alert teams to potential issuesProvide excellent customer service while explaining technical concepts in user-friendly termsParticipate in scheduled training and updates on systems and support proceduresRequired Qualifications:High school diploma or GED (Associates or Bachelors degree in IT-related field preferred)12 years of IT help desk or customer service experienceStrong problem-solving and communication skillsFamiliarity with Windows, macOS, Microsoft Office, and remote desktop toolsExperience with help desk ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk)Ability to work independently and prioritize tasks in a remote environmentReliable internet connection and a quiet home workspace
recblid kzspy6ws1wrtq2a5eig8rjz0nje8p0

Biocon Biologics

Job Tags

Work from home, Night shift, Day shift,

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