ITSHelpdeskSupport

Roles & Responsibilities :

The L1 Helpdesk Support role involves providing the first line of technical assistance to users within a Windows environment. The primary responsibility is to handle basic technical issues and inquiries ensuring quick and effective resolutions while maintaining a high level of customer service.

Requirements

• User Support and Troubleshooting:

  • Serve as the first point of contact for technical support handling inbound requests via phone email or ticketing system.

  • Provide basic troubleshooting for Windowsbased systems including desktops laptops and peripherals.

  • Assist with common issues related to software applications network connectivity and hardware malfunctions.

  • Guide users through simple troubleshooting steps such as rebooting devices adjusting network settings and reinstalling software.

  • Log all incidents and service requests accurately in the ticketing system and ensure timely followup.

• System and Software Management:

  • Assist with user account setup password resets and basic permission configurations in Active Directory.

  • Provide support for Microsoft Office 365 applications and assist with basic productivity tool issues.

  • Perform routine tasks like system updates patch installations and antivirus scans to ensure system security and stability.

• Customer Service:

  • Deliver excellent customer service by maintaining a professional demeanor and ensuring user satisfaction.

  • Educate users on basic troubleshooting techniques and IT best practices to minimize recurring issues.

  • Communicate effectively with users keeping them informed about the status of their requests and any planned IT activities.

Qualifications :

Educational qualification:

• Bachelors degree in computer science Information Technology or a related field preferred

• Relevant certifications such as CompTIA A or Microsoft Certified Solutions Associate (MCSA) are an advantage.

Experience :

• 12 years of experience in a technical support or helpdesk role preferably in a Windows environment.

• Preferably IT Technical Call Center Experience

Mandatory/requires Skills :
Basic knowledge of Windows operating systems (Windows 10 Windows 11.

• Familiarity with Microsoft Office 365 and common productivity tools.

• Understanding of basic networking concepts including TCP/IP DNS and DHCP.

• Experience using remote desktop tools and ticketing systems.

Preferred Skills :

Soft Skills:

• Strong communication and interpersonal skills.

• Ability to troubleshoot and resolve issues efficiently.

• Excellent customer service orientation.

• Ability to work independently and prioritize tasks effectively.

• Availability:

  • Willingness to work in shifts including nights and weekends as required.

  • Ability to be oncall for urgent issues when necessary.

Additional Information :

Bosch Internal: New opportunityL49 Helpdesk Support

Remote Work :

No

Employment Type :

Fulltime