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Job Description: Help Desk Worker - IBM

Location: Dargah Hussain Shahwali, Hyderabad

IBM, a global technology company, is seeking a skilled and customer-oriented Help Desk Worker to join our team in Dargah Hussain Shahwali, Hyderabad. As a Help Desk Worker, you will play a crucial role in providing technical support and assistance to users, ensuring efficient resolution of their IT-related issues. This is an excellent opportunity for individuals with strong problem-solving skills and a passion for delivering exceptional customer service.

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Responsibilities:

1. User Support and Issue Resolution: Serve as the first point of contact for users experiencing technical problems or seeking assistance. Provide prompt and accurate responses to inquiries, troubleshoot issues, and guide users through appropriate solutions. Effectively escalate complex or unresolved issues to higher-level support teams while ensuring timely communication and follow-up with users.
2. Incident Management and Ticketing: Log and track user issues in the help desk ticketing system, ensuring comprehensive documentation of problem details, troubleshooting steps, and resolution outcomes. Monitor ticket queues, prioritize and manage workload, and adhere to service level agreements (SLAs) to meet or exceed response and resolution targets.
3. Knowledge Management and Training: Contribute to the help desk knowledge base by documenting common issues, troubleshooting steps, and resolution techniques. Continuously update and enhance knowledge resources to enable efficient problem resolution and self-service support for users. Assist in delivering training sessions or creating user guides to promote user awareness and enablement of IT tools and systems.

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Skills and Qualifications:

• Diploma or bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications, such as CompTIA A+ or HDI Desktop Support Technician, are advantageous.
• Proven experience in a help desk or technical support role, preferably in a corporate environment.
• Strong knowledge of computer hardware, software, and operating systems, including Microsoft Windows and Office applications.
• Excellent problem-solving skills, with the ability to analyze and diagnose technical issues effectively.
• Customer-focused mindset with exceptional communication and interpersonal skills.
• Familiarity with help desk ticketing systems and remote support tools.
• Ability to multitask, prioritize work, and meet deadlines in a fast-paced environment.
• Willingness to work in shifts and provide on-call support as required.
• Patience, empathy, and a positive attitude when dealing with users' technical challenges.