136 Help Desk Roles jobs in Jaipur

Job Title: Help Desk Analyst

Department: Managed Services

Position Type: Full Time

Location: India Remote

Company Overview:

ALIANDO is an award-winning Azure Expert Managed Service solutions company focused on selling and deploying Microsoft technologies for U.S. and international companies. For over 20 years, Microsoft and its partners have recommended ALIANDO for licensing, consulting, and managed services to corporations large and small. The company offers competitive pay and comprehensive employee benefits, including health insurance, fitness allowances, work-from-home allowances, paid maternity and parental leave, and generous PTO.

At ALIANDO, we aim to unleash the potential of people and technology. Our company was built around the idea that there is no success without team success. We foster a culture of inclusion and fairness where diverse interests, experiences, and backgrounds are celebrated. We strive to empower and unleash the potential of everyone to ensure that every employee has a path to success. We're in it together to make life better for each other, our customers, our partners, and our communities.

Specifically, the Help Desk Analyst will :

• Provide technical assistance to users via phone, email, chat, or ticketing system as first response.
• Supervise monitoring tools
• Diagnose and resolve incidents, requests or inquiries.
• Escalate unresolved incidents to higher support levels following escalation protocols.
• Log all incidents, service requests, and actions in the ITSM system (e.g., ServiceNow, Jira Service Management, Remedy…).
• Track and follow up on open tickets until resolution and closure
• Maintain accurate documentation of incidents, troubleshooting steps, and known errors.
• Contribute to the knowledge base and standard operating procedures.
• Identify recurring issues and propose preventive solutions.
• Ensure SLA compliance and high-quality service delivery.
• Participate in continuous improvement initiatives and IT service optimization projects

 Qualifications:

• Excellent communication and customer service skills
• Strong problem-solving and analytical thinking.
• Ability to work under pressure and manage multiple tasks.
• Teamwork and collaboration with other support levels.
• High attention to detail and documentation accuracy.
• Willingness to learn and grow in IT infrastructure and service management.
• Vocational Training or Bachelor’s Degree in Computer Science, Information Systems, or related field.
• Ticketing tool - Jira Service desk knowledge will be a plus
• Expertise 2-3 years

ALIANDO is an equal-opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at ALIANDO are considered without regard to any protected category, including but not limited to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Company Description

Razileans is a dynamic company that specializes in Business Process Outsourcing (BPO), IT Services and IT Enabled Services (ITES), and Staff Augmentation. We provide tailored Project and Process Consulting, Agile Project Lifecycle Management, and Management & Process Trainings to drive operational excellence. Additionally, we offer comprehensive Digital Marketing Services to help brands grow online through SEO, social media, content marketing, email campaigns, and performance-driven digital strategies. Our aim is to streamline operations, deliver cutting-edge technology solutions, and equip teams with the knowledge to lead and innovate effectively.

Working for international customer. Holidays as per sourcing country.

Job Description:

We are looking for a proactive and skilled Help Desk Engineer – L1 to provide first-level technical support for an international customer. This role involves remote operations, but candidates located in Kollam are preferred.

Key Responsibilities:

• Assign and manage support tickets using a ticketing system
• Provide first-level IT support for:
• Servers, firewalls, desktops, laptops, and peripherals
• Network connections, printers, and Microsoft Office applications
• Monitor IT infrastructure using RMM (Remote Monitoring and Management) tools
• Perform system administration and basic troubleshooting for Windows OS and applications
• Linux server administration and troubleshooting (preferred but not mandatory)
• Escalate unresolved issues to next-level support or hardware vendors
• Handle other ad-hoc IT support tasks as needed

Requirements:

• Degree in Computer Science, Information Technology, or a related field
• Hands-on experience with ticketing tools and remote support software
• Prior experience in a helpdesk or technical support role is advantageous
• Strong problem-solving skills and the ability to work independently
• Good verbal and written communication skills in English

Preferred Candidate Profile:

• Based in Kollam
• Self-driven with a customer-focused mindset
• Comfortable working with international teams across time zones
• Urgent Requirement, immediate joiners preferred

• Respond to customer inquiries and resolve technical issues promptly and efficiently via email, chat, and phone.
• Diagnose and troubleshoot software and hardware problems, guiding customers through step-by-step solutions.
• Escalate complex issues to appropriate internal teams (e.g., engineering, product development) when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in our CRM system.
• Create and update knowledge base articles and FAQs to empower customers with self-service solutions.
• Provide feedback to product and engineering teams on recurring issues and customer needs.
• Proactively identify opportunities to improve the customer support process and customer experience.
• Educate customers on product features and best practices to maximize their utilization.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Contribute to a positive and collaborative remote team environment.

• High school diploma or equivalent; a degree in a technical field or relevant certification is a plus.
• Minimum of 2 years of experience in customer support, technical support, or a similar role.
• Strong understanding of common software and hardware issues.
• Excellent problem-solving and analytical skills.
• Exceptional communication skills, both written and verbal, with a clear and concise delivery.
• Patience, empathy, and a customer-centric attitude.
• Proficiency with CRM software and ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced remote environment.
• Experience with (Specify relevant software/product types, e.g., SaaS platforms, mobile applications) is highly desirable.
• Demonstrated ability to work independently and as part of a distributed team.

• Respond to customer inquiries via phone, email, and chat, troubleshooting technical issues with software applications and hardware.
• Diagnose and resolve problems related to product functionality, installation, and integration.
• Escalate complex issues to appropriate technical teams when necessary, ensuring follow-through to resolution.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of our client's products and services to provide comprehensive support.
• Create and update knowledge base articles and FAQs to empower customers and internal teams.
• Proactively identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Assist in training new support staff on product knowledge and support procedures.
• Contribute to a positive and supportive team environment.
• Meet or exceed key performance indicators (KPIs) for customer satisfaction, response times, and resolution rates.

• High school diploma or equivalent; a Bachelor's degree in a technical field is a plus.
• 1-3 years of experience in a customer support or technical helpdesk role.
• Strong understanding of common operating systems (Windows, macOS) and web technologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
• Proficiency in using helpdesk software and CRM systems (e.g., Zendesk, Salesforce).
• Problem-solving aptitude and the ability to think critically under pressure.
• Patience, empathy, and a genuine desire to help customers.
• Ability to manage multiple tasks simultaneously and prioritize effectively in a dynamic environment.
• Experience with remote collaboration tools and practices is beneficial.

Anchor Operating Systems is seeking a Senior Customer Support Specialist with a minimum of 2 years of experience to provide exceptional assistance and support to our top European clients. This role requires a seasoned professional with excellent communication skills, a strong technical background, and a proven track record of delivering outstanding customer service. The Senior Customer Support Specialist will play a critical role in ensuring the satisfaction and success of our most valued clients.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Act as the primary point of contact for top clients, addressing their inquiries and concerns with professionalism and urgency.
• Provide expert-level technical assistance and resolution to complex issues, collaborating closely with the engineering team as needed.
• Proactively engage with clients to understand their needs and provide tailored solutions and recommendations.
• Ensure timely and accurate documentation of client interactions and resolutions.
• Act as a mentor and resource for junior team members, providing guidance and support as needed.
• Collaborate with cross-functional teams to identify opportunities for process improvements and enhance the overall customer experience.
• Represent Anchor Operating Systems with professionalism and integrity in all client interactions.

REQUIREMENTS & QUALIFICATIONS:

Minimum Qualifications:

• Bachelor’s degree or equivalent experience.
• Minimum of 2 years of experience in a customer support role, preferably in a senior or leadership capacity.
• Excellent English language skills, both verbal and written.
• Strong technical background with proficiency in relevant software and systems.
• Demonstrated ability to effectively manage relationships with top-tier clients and deliver outstanding customer service.
• Proven track record of resolving complex technical issues and providing innovative solutions.
• Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.

Successful Candidates will need:

• Leadership qualities with the ability to inspire and motivate team members.
• Strategic thinking and problem-solving skills to drive continuous improvement initiatives.
• Proactive approach to identifying and addressing client needs and opportunities.
• Flexible to work within European business hours, PST time zone, EST time zone, and IST time zone (starting from 9 am onwards) to ensure 8-9 hours of coverage.

• Lead, mentor, and motivate a team of customer support representatives to achieve performance goals.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and implement customer service policies, procedures, and quality standards.
• Train new and existing team members on product knowledge, support processes, and soft skills.
• Monitor team performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
• Collaborate with other departments (e.g., product, sales) to address customer feedback and improve the overall customer experience.
• Manage support channels, including phone, email, and chat, ensuring efficient workload distribution.
• Create and maintain a knowledge base of support articles and FAQs.
• Identify trends in customer inquiries and provide feedback to the product development team.
• Ensure adherence to service level agreements (SLAs).
• Foster a customer-centric culture within the support team.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or support roles, with at least 2 years in a team lead or supervisory capacity.
• Proven experience in handling customer escalations and resolving complex issues.
• Strong leadership, coaching, and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in customer support software and CRM systems.
• A deep understanding of customer service best practices and metrics.
• Ability to analyze data and generate reports on team performance.
• Experience in training and development of support staff.
• A proactive approach to identifying and implementing service improvements.

• Respond to customer inquiries and resolve issues promptly and professionally via phone, email, and chat.
• Provide product information, troubleshoot technical problems, and guide customers through their purchasing journey.
• Process orders, returns, and exchanges accurately and efficiently.
• Document all customer interactions and resolutions in the CRM system.
• Identify recurring customer issues and provide feedback to the product and service improvement teams.
• Escalate complex issues to appropriate departments when necessary.
• Maintain a high level of product knowledge to effectively assist customers.
• Contribute to the creation and updating of customer support documentation and FAQs.
• Strive to exceed customer expectations and build strong customer loyalty.
• Participate in team meetings and training sessions to enhance skills and knowledge.

• High school diploma or equivalent; a college degree is a plus.
• Previous experience in customer service, technical support, or a related role.
• Excellent verbal and written communication skills in English and Hindi.
• Proficiency in using CRM software and ticketing systems.
• Strong problem-solving and analytical skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and empathetic demeanor when interacting with customers.
• Team player with a positive attitude.
• Willingness to work flexible hours, including weekends and holidays if needed.
• Familiarity with e-commerce platforms is advantageous.