3,697 Help Desk Lead jobs in India
Help Desk Escalation Lead
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Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya's best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to and for more information on Kaseya's culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
Job Title: Escalation Management Specialist – Help Desk Services
Location: Bangalore, India
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseya's best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to and for more information on Kaseya's culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
WHAT WE ARE LOOKING FOR:
Kaseya is seeking a dedicated Escalation Management professional who is passionate about customer satisfaction and innovation. In this role, you will play a crucial part in reshaping how we enhance help desk efficiency and foster self-service engagement through effective escalation management practices. The position's responsibility includes creating, implementing, and maintaining efficient practices for escalations, ensuring speed in delivery and accuracy across Kaseya Help Desk. The goal is to maximize the strategic value of this position to drive impact for our agents and partners.
Required Skills: The Escalation Management Specialist commands rigorous incident-governance discipline rooted in ITIL, orchestrating the precise handoff of tickets while forecasting and preventing SLO breaches. Proficiency in advanced troubleshooting across operating systems, and foundational root-cause analysis techniques that eradicate repeat failures. The role demands acute data-analytics acumen to parse MTTR, backlog aging, and escalation ratios, converting insight into lean process improvements that compress cycle time and eliminate waste. This role will help curate knowledge articles from unresolved cases to elevate first-contact resolution. Working with escalation incidents, they establish command structures, lead collaboration efforts, and enforce safeguards that maintain service level objectives while reducing escalation rates. This role will help coach agents to sharpen diagnostic precision, coordinate with supervisors for agent training opportunities, and distill complex technical information into concise escalation reasons that improve MPS relations and fortify service delivery.
This position is 100% in-office at our brand-new location in Bangalore India.
WHAT YOU'LL DO:
We are seeking a highly skilled and motivated Escalation Management professional to join our dynamic team. As the Escalation Management Specialist, you will play a crucial role in overseeing and coordinating the Kaseya Help Desk incident management and routing compliance. The ideal candidate should have a deep understanding of Escalation Management best practices, ITIL, and exceptional critical thinking skills. This role demands a passion for delivering against calibrated objectives and metric attainment. Thie role will curate and update knowledge articles derived from resolved escalations, raising first-contact resolution and reducing repeat misroutes at the L1/L2 Desk.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Incident-Escalation Governance - Enforces and refines the formal pathways by which tickets flow from L1/L2 to MSP's, eliminating ambiguity and delay.
- Advanced Technical Troubleshooting - Technically capable to rapidly identify faults across end-user incidents for in-scope and out-of-scope items and correct misroutes.
- ITIL Proficient (Incident & Service Request) - Applies framework discipline to keep escalations controlled, auditable, and tied to service-improvement loops.
- Root-Cause Analysis Methods - Executes fault-tree techniques to eradicate recurring defects.
- SLO Management - Monitors contractual targets, predicts breaches, and drives restorative action before penalties trigger.
- Stakeholder Communication - Conveys status, impact, and recovery paths succinctly to operations leadership, MSP's, and SDM teams under time pressure.
- Knowledge-Base Assistance - Assists in identification of knowledgebase gaps escalations into misroutes and lower first-contact resolution rates.
- Queue Management Optimization - Balances priority, capacity, and skill to prevent bottlenecks and orphaned tickets.
- Cross-Functional Collaboration - Orchestrates efforts between Help Desk, Knowledge Management, Queue Management, and Service Delivery teams.
- Risk Assessment & Mitigation - Anticipates customer, compliance, and operational exposure introduced by delayed or mishandled escalations.
- Security & Compliance Awareness - Ensures escalations respect access controls, data-handling rules, and audit requirements at the Kaseya Help Desk.
- Proven experience in escalation management or related field.
- Strong understanding of customer-centric practices and their application in escalation management.
- Ability to innovate and drive improvements in escalation/Incident routing capabilities.
- Excellent communication and collaboration skills.
- Proven experience in ITIL based best practices for ITSM
- Certified ITIL Professional / HDI Incident Manager Professional
- Deep Understanding of Incident Management
- Strong understanding of help desk operations, processes, and data analysis techniques.
- Excellent organizational and strategic planning skills.
- Ability to collaborate with cross-functional teams.
- Strong communication and content creation skills.
- Detail-oriented with a focus on accuracy and completeness of information.
- 5 years related experience
- Previous incident or escalaiton management experience
- Bachelor's degree in related field; and five (5) years' work experience in a similar field
- Experience in a Managed Services Provider (MSP) environment is a huge plus!
Join the fastest growing tech company in the US. Earn a competitive compensation package that allows you to focus your attention on your passion in an exciting career in tech!
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional Information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
Skills Required
Knowledge Management, Incident Management, Itil
IT Help Desk /Technical Help Desk
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Description
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Help Desk - Technical Support
Posted today
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Job Responsibilities :
- The help desk service will serve for all ICT related incidents and service requests.
- The service will provide a Single Point of Contact (SPOC) and also resolution of all the incidents with root cause analysis that may arise during the Operations phase.
- The team should have adequate knowledge to resolve basic problems on their own.
- If a person or team is not able to resolve the problem within stipulated time frame then needs to escalate accordingly to the concerned user/administrator.
- This helpdesk system should align with ITIL based incident and problem management applications.
The Help Desk shall undertake the following activities:
- Log issues / complaints related to ICT infrastructure at the Data Centre under the scope of work and issue an ID number against the issue / complaint in the CA service-desk.
- Assign severity level to each issue / complaint so as to maintain categorization and differentiate the criticality of the incident via the priority levels, severity levels and impact levels.
- Track each issue / complaint to resolution.
- Provide feedback to the callers.
- Analyze the issue / complaint statistics.
- Escalate the problems to the 3rd party Vendors / concerned Service in-charge if necessary as per defined escalation matrix.
Skills/Expertise:
- Knowledge of operating systems i.e. Windows (all server versions), Red Hat Linux and Red Hat Advance Server etc.
- Knowledge of clustering technology (Linux & Windows),
- basic knowledge of backup operations.
- Knowledge of Networking protocols such as FTP, HTTP, HTTPS, SSH, DNS etc.
- Work experience on CA Service-desk.
- Should have good communication skills.
- Handling L1 / L2 level escalations on windows and linux servers.
- L2 desktop engineer.
- L1 Server troubleshooting.
- Experience on ticketing tool.
- Group policy, hardware, networking, firewall, trunk and access port.
Skills Required
Ftp, Dns Server, Ssh, Http
Help Desk Technical Support
Posted today
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Your Title: IS Help Desk Technician
Job Location: Chennai, India
Our Department: Corporate Information Systems
Do you enjoy helping others and working in a close-knit team environment
What You Will Do
You will be responsible for the day-to-day operational activities of Help Desk support covering first
line support for all worldwide Trimble offices. You'll be responsible for screening, referring,
diagnosing, troubleshooting, and resolving internal inquiries and work requests as they relate to the
maintenance and support of personal computers, basic networking, and software applications. You
will work on troubleshooting, identifying, and resolving problems for PCs, Macs, mobile devices,
software applications and workstation/network communications interfaces.
- Attending telephone support requests from worldwide Trimble employees.
- Monitoring and responding to Trimble internal employee requests for help in the Jira Service
- Maintenance of diagnostic & user information in the Help Desk database.
- Gather customer information and determine the issue by elevating and analyzing symptoms.
- Follow standard processes, procedures and policies.
- Resolve user problems independently or in conjunction with other Help Desk staff, and when
- Responsible for Help Desk ticket response and resolution time.
- Fulfills ticket requests by completing the transaction or forwarding the requests.
- Ensure that any faults associated with desktop computers are remedied in the shortest time
operating system problems, supported application configurations and basic network
connectivity issues.
- Attend meetings with peers, other IS staff, IS management and business group managers
- Create knowledge base documents.
- Follow up and make scheduled callbacks with the customer where necessary.
- A customer service focus with solid phone skills and excellent written communications
- Exemplary attendance and punctuality.
- Customer Service: demonstrate the ability to respond with a high degree of urgency to the
others.
- Personable and able to deal with a wide range of customers with different skill levels in a
- Understand safety policies and actively promote safe practices in the workplace.
- Maintain constructive relationships and demonstrate respect for everyone contacted.
- Deal constructively with conflict, focus on the situation, issue or behavior, and not on the
actively promoting and gaining cooperation from others.
- Consistently provide ideas, opinions, or information in an articulate, professional way.
- Actively listen to others and demonstrate understanding of other points of view.
- Willingness and ability to adjust to changing conditions or priorities.
- Take the initiative to identify and act on problems and lead by example.
- Consistently make decisions that resolve problems.
- Must have a demonstrated track record of excellent customer service delivery.
- Must have the ability to work successfully with little supervision.
- Update knowledge by participating in educational opportunities.
- Willing to work on shifts including a night shift.
- Position requires use of a Headset / Microphones.
- 1-3 years of experience or fresh graduate in computer science.
- Excellent English language skills, both written and verbal.
- Ability to speak and write clearly and accurately in English.
- Multilingual ability with the European language is a plus.
- Effective listening skills.
- Basic knowledge on computer hardware and its operating systems.
- Basic knowledge on Microsoft office and mail clients.
- Must be able to solve problems by exploring alternatives and selecting the appropriate
- Certification in Windows / Mac / Linux is an added advantage.
- Basic Networking knowledge.
- Basic Knowledge on electronic equipment, and computer hardware and software, including
- High level of analytical thinking to solve problems with an understanding of technology and
- Does well with minimal "hands on" training and can pick up new skills quickly and can "take
- Ability to multi-task and can handle frequent interruptions.
- Can consistently follow protocol and instructions.
- Can work independently with little management direction.
- Actively looking for ways to help people.
- Touch Type keyboarding skills required.
- Any certification on Operating systems, hardware, or IT process is a plus.
Trimble Chennai has just opened a new 300,000 square feet state-of-the-art facility that has a
seating capacity of nearly 2,000 staff. The Chennai facility is one of Trimble's largest R&D centers
outside of the US. The building features an open office design, with a minimum of six feet between
employees' seating arrangements. The office was designed to provide beautiful, landscaped views
on every floor. It has various facilities such as internet-enabled collaborative spaces, a gym, play
areas, creche, a health food cafe and lobby areas on two floors.
About Our Corporate Information Systems Division
The Corporate Information Systems team supports Trimble employees&apos work technology to keep
them productive. Our global team is located across the world to provide fast response times and to
efficiently diagnose issues and personalize our customers' experience. Our team is cohesive,
supportive, and we are proud of what we do.
Trimble's Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means
actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our
current success while also moving our desire to improve. We actively seek to add members to our
community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most
importantly that they know they belong, no matter who they are or where they are coming from.
Skills Required
Basic Networking Knowledge
Help Desk Representative
Posted 2 days ago
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NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
TITLE **: Help Desk Representative (II)**
GRADE **: 7**
**Position Summary & Key Areas of Responsibility**
+ Position requires the ability to act as single point of contact for NCR Atleos Financial customers with Incident Management Services
+ 7x24 monitoring of customer's ATM/ABM network across Canada, which includes six different time zones
+ Accountable for continuously receiving and handling high volumes of customer calls
+ Responsible for service requests from customers and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
+ Determine alert priority based on documented processes and guidelines
+ Use tools to remotely access customer equipment to diagnose and resolve customer problems
+ Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
+ Escalate customer problems both internally and externally, as required and according to defined escalation paths
+ Acquire and maintain current knowledge of relevant product offerings and support policies
+ Participate in special projects as assigned to continuously improve processes, tools, systems and organization
+ Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
+ Work with Support Specialists to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress
+ Contribute as a team member; participate in objective setting, performance management, reward and recognition programs
+ Requires rotation in work hours involving weekends and holidays
**Basic Qualifications**
+ Bachelor's degree
+ Bilingual (English/French)
+ The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
+ Knowledge of Automated Banking Machines (ATM/ABM)
+ Keyboard proficiency and understanding of Windows-based applications/tools
**Preferred Qualifications**
+ Previous experience in a Customer Support and/or Helpdesk environment
+ 1+ years of related experience
+ Self-driven and results oriented; Ability to work under pressure within flexible working hours
+ Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Offers of employment are conditional upon passage of screening criteria applicable to the job.
**EEO Statement**
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
**Statement to Third Party Agencies**
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
Help Desk Excecutive
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Job Description
We are looking for a Help Desk Excecutive
Help Desk Excecutive *who can work in night shifts , like a customer support in call centers.(only male resource)
Responsibilities and Duties
Help Desk Excecutive serve primarily to address technical issues relating to software implementation, function and upgrades.
They resolve customer complaints or problems and create product problem reports and troubleshooting documents for each issue.
He should be able work in night shifts
Duties include
answering calls, emails and chat & log support tickets.
Required Experience and Qualifications
Good communication skill and basic computer knowledge required
Any Graduation
Apply here
Help Desk Support
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We are seeking a detail-oriented and proactive IT Support Specialist to provide first-level technical support and manage hardware asset operations. This role requires a mix of user support, troubleshooting, asset lifecycle management, and coordination with internal teams to ensure seamless IT hardware services in alignment with project timelines (e.g., Noida Expansion Project).
Key Responsibilities: Technical Support:- Provide first- and second-level support for hardware, software, and application issues.
- Troubleshoot and resolve issues related to Windows, macOS, Office Suite, and standard enterprise applications.
- Use ticketing systems to track, manage, and escalate incidents per SOPs.
- Maintain effective verbal and written communication with project leads and stakeholders.
- Assist with hardware installation, imaging, re-imaging, and upgrades.
- Staff the IT Walk-Up Center; assist customers with hardware and software needs.
- Maintain accurate asset inventory using an Asset Management Tool.
- Perform IT asset receiving, deployment, tracking, and disbursement.
- Coordinate periodic audits (monthly/yearly) and physical verification of all IT assets.
- Ensure compliance with STPI & SEZ processes.
- Manage procurement coordination and vendor interactions.
- Maintain IT stockroom hygiene and availability of devices (loaners, laptops, peripherals, etc.).
- Support timely readiness of HWAM operations for project delivery schedules (e.g., Noida Expansion).
- High School Diploma or equivalent
- 1+ years experience in IT Support or Engineering Support
- 1+ years in OS or application troubleshooting
- Bachelor's degree in Information Technology or related field
- 3–5 years experience in Hardware Asset Management
- Knowledge of IT hardware configurations and enterprise environments
Skills Required
It Troubleshooting, Windows Os, Macos, Microsoft Office Suite, Inventory Control
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Help Desk Executive
Posted today
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Customer Service
Maintaining a high level of customer satisfaction by providing timely and effective solutions.
Communicating clearly and effectively with users to understand their needs.
Following up with users to ensure that their issues have been resolved satisfactorily.
Documentation and Reporting
Recording detailed information about user issues and solutions in a ticketing system.
Creating and maintaining documentation for common issues and solutions.
Generating reports on support activities and identifying trends or recurring issues.
Good Communication skills. (Hindi / English)
Basic Knowledge of computer & Microsoft Excel.
Skills Required
Helpdesk Executive, Helpdesk, Customer Service, Documentation, Reporting, Good Communication Skills, Microsoft Excel, Microsoft Office, Report Generation