IT Helpdesk - Agents

Position: IT Helpdesk

Working Days: Work from office (6 days Work Rotational Week off)

Working Hours: Night Shift

Location: Coimbatore

Experience: Fresher

We are seeking a proactive IT Helpdesk Support (L1) professional to manage and resolve user queries, ensure seamless ticket handling, and deliver an excellent end-user support experience. The role requires strong communication skills in English and Hindi, the ability to work independently, and a keen eye for process improvements

Mandatory Skills

• English Excellent verbal written communication.
• Hindi Excellent verbal communication .
• Ability to adapt quickly to project environments and execute tasks independently.
• Quick learner with confidence to handle calls independently.
• Good working knowledge of MS Office tools.

Roles And Responsibilities

• Create tickets and resolve Level 1 (L1) issues, including simple user queries (What-is / How-to / When) using FAQ.
• Perform First Level Resolution (FLR) for all tickets within the L1 scope without spillover to Level 2 (L2)
• Analyze user issues, capture necessary information, and apply troubleshooting skills based on training and knowledge base.
• Maintain end-to-end ownership of tickets from creation to followup to closures.

This job is provided by Shine.com