Manager - Information Technology Helpdesk

Job highlights 3-4 years of IT Helpdesk support experience with strong PC hardware troubleshooting skills Provide first-level support for tech equipment, diagnose and resolve technical issues, and manage helpdesk tickets Job match score Early Applicant Keyskills Location Work Experience Job description Key Skills: MAC, Linux, Team Management, Stakeholder Management, Windows, Antivirus, Service Now. Key Roles and Responsibilities: Provide first-level support for laptops, desktops, printers, mobile devices, and other tech equipment. Diagnose and resolve technical issues in accordance with defined severity levels and SLAs. Perform installation, configuration, and troubleshooting of operating systems such as Windows 10, Windows 11, and macOS (e.g., Sonoma, Ventura). Provide support for printer setup and troubleshooting, Slack, Google Cloud Platform (GCP), VPN, and Microsoft 365 (O365) applications. Resolve software and hardware-related issues efficiently. Configure network and local printers and resolve common printing problems. Log, prioritize, and track helpdesk tickets using FreshWorks or other ITSM tools. Escalate unresolved technical issues to the appropriate internal teams or vendors. Collaborate closely with other IT team members to diagnose complex problems and deliver resolutions. Work with cross-functional departments to understand and address specific technical needs. Document resolutions for recurring issues and update the internal knowledge base. Provide ongoing support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Support AV room equipment and ensure full functionality for meetings and presentations. Coordinate with network/infrastructure teams to resolve Wi-Fi or connectivity issues beyond first-level troubleshooting. Deliver prompt support via phone, Slack, and FreshWorks ticketing system, ensuring timely updates and follow-ups. Track laptop devices under warranty and manage vendor coordination for repairs or replacements. Maintain detailed records of warranty claims and follow through to resolution. Experience Requirements: 3 to 4 years of hands-on experience in an IT Helpdesk support role. Strong background in PC hardware troubleshooting, software installation, and user support. Experience resolving common issues on Windows and macOS platforms. Proven ability to handle multi-channel support (Slack, ticketing systems, and phone) efficiently. Familiarity with O365 tools and applications, including resolving typical user-related issues. Experience maintaining and supporting AV conference room equipment is a plus. Ability to coordinate with cross-functional technical teams and external vendors. Previous experience managing helpdesk documentation and knowledge bases. Preferred experience with endpoint security tools (e.g., ManageEngine or similar solutions). Working knowledge of patch management practices and related tools is an advantage. Education: Any Post Graduation, Any Graduation. Role: IT Support - Other Industry Type: IT Services & Consulting Department: IT & Information Security Employment Type: Full Time, Permanent Role Category: IT Support Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills