Customer Support Executive

Service Desk Support

Executive

In-Office Hyderabad, Telangana, India

Service Desk Support Executive

Hyderabad, India

Company Description:

DDi a MakroGroup of Company (https://www.ddismart.com/)

DDi is an innovative Technology partner for BioPharma and Medical Device companies.

DDi has built its competency with a unique blend of functional / domain expertise to

serve the technology needs of this industry. we serve Clinical, Regulatory, and Enterprise

domains by providing innovative technology products and automation solutions for

companies of various sizes. (Clinical Solutions & Regulatory Solutions).

Job Description:

We are seeking a highly motivated and skilled Service Desk Support Engineer to join our

dynamic IT team. The successful candidate will play a crucial role in providing technical

support and assistance to our users, ensuring smooth operations and excellent

customer satisfaction.

Responsibilities:

1. Provide first-line technical support to users via phone, email, or in-person, resolving

hardware, software, and network issues promptly and efficiently.

2. Utilize ticketing system to log, prioritize, and track user requests, ensuring timely

resolution and effective communication with users.

3. Diagnose and troubleshoot technical issues related to desktops, laptops, printers,

mobile devices, software applications, and network connectivity.

4. Collaborate with other IT teams to escalate and resolve complex technical

problems, ensuring minimal disruption to business operations.

5. Install, configure, and maintain hardware components, software applications, and

peripheral devices as needed.

6. Create and update documentation, knowledge base articles, and user guides to

facilitate self-service and improve support efficiency.

7. Conduct user training sessions and workshops to promote technology adoption and

enhance user proficiency.

8. Implement and enforce IT security policies, procedures, and best practices to

safeguard user systems and data.

9. Stay up-to-date with emerging technologies, industry trends, and best practices in

IT service management.

10. Continuously identify opportunities for process improvement and automation to

streamline service desk operations and enhance user experience.

Requirements:

1. Bachelor's degree in Computer Science, Information Technology, or related field.

2. Experience: 1-2 Years within the BPO or IT Product Services industry

3. Proven experience in a similar role, providing technical support and assistance to

end-users in a corporate environment.

4. Strong knowledge of desktop operating systems (Windows, macOS), productivity

software (Microsoft Office, G Suite), and remote support tools.

5. Hands-on experience with troubleshooting hardware and software issues, including

desktops, laptops, printers, and mobile devices.

6. Familiarity with IT service management frameworks (ITIL) and ticketing systems

(ServiceNow, Jira).

7. Interpersonal skills, with the ability to interact professionally with users of all levels of

technical expertise.

8. Strong problem-solving skills and the ability to work well under pressure in a fast-

paced environment.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.