Help Desk Specialist

Location: Gurgaon, India; 24x7 rotational shifts

Company

hirify.global provides business and technology insights to enterprise leaders and operates a global organization supporting clients across approximately 90 countries and territories.

What you will do

• Serve as the first point of contact for internal associates through phone, chat, and self-service tickets.
• Log, document, update, follow up, and escalate tickets according to SLAs and Help Desk procedures.
• Provide first-line troubleshooting and resolutions for hardware, software, network, VPN, and mobile device issues.
• Assist with system hardware and software installation, configuration, and ongoing usability.
• Develop and maintain technical documentation and the desktop hardware and software knowledge base.
• Collaborate with Tier 2 and Tier 3 IT teams, business units, peers, and shift managers.

Requirements

• 1–3 years of experience in customer support and IT operations support.
• Strong spoken and written English communication skills are required.
• Working knowledge of Service Management ticketing tools such as ServiceNow and contact center and chat support.
• Strong understanding of Windows operating systems, network concepts, troubleshooting, and VPN technologies.
• Ability to work 24x7x365 in a rotational shift environment and occasionally adjust schedules to meet business needs.
• Strong problem-solving, ownership, prioritization, documentation, and communication skills; a science or technology graduate or postgraduate qualification.

Nice to have

• Experience with macOS and iOS for Apple product support.
• ITIL, HDI, or Microsoft Certified Professional certification.

Culture & Benefits

• Work in a 24x7 IT operations support environment focused on customer service and first-contact resolution.
• Collaborate with colleagues from different geographies, cultures, and backgrounds.
• Access professional growth opportunities and resources related to business, technology, and AI.
• Receive competitive compensation and company benefits.