Job Description
Dixit Infotech Services Pvt. Ltd. is a leading IT service integrator and solution provider with a distinguished 45-year legacy. As a dynamic and customer-centric organization, we pride ourselves on delivering forward-thinking IT infrastructure services. With a vast network across India, we specialize in cloud computing, infrastructure management, data security, and more, striving to be the best-in-class provider both domestically and internationally.
We are seeking a dedicated Service Desk Level 1 professional to join our team in Vidyavihar, Mumbai. In this role, you will be the first point of contact for our clients, providing crucial technical support and ensuring the smooth operation of their IT services. You will be part of a large, experienced organization committed to excellence and rapid response.
Key Responsibilities:
• Serve as the primary contact for incoming client IT support requests via phone, email, or ticketing system.
• Perform first-level troubleshooting and technical diagnosis for hardware, software, and network-related issues.
• Log, track, and manage service tickets, ensuring accurate documentation and timely resolution.
• Escalate complex incidents to Level 2 or specialized teams as per defined procedures.
• Provide clear communication to users regarding issue status and follow-up steps.
• Contribute to knowledge base articles for common solutions to improve team efficiency.
Skill Requirement
The ideal candidate is a proactive problem-solver with excellent communication skills and a foundational understanding of IT infrastructure. You should be passionate about providing exceptional customer service in a fast-paced technical environment.
Mandatory Skills & Experience:
• 1 to 3 years of hands-on experience in a Service Desk or Technical Support role (L1).
• Strong practical knowledge of troubleshooting Windows OS, MS Office, and common desktop applications.
• Basic understanding of network connectivity, IP addressing, and corporate IT environments.
• Experience with a ticketing tool (e.g., ServiceNow, ManageEngine, Jira) for incident management.
Professional Attributes:
• Exceptional customer service orientation and clear verbal/written communication skills.
• Ability to follow procedures meticulously and escalate issues appropriately.
• Strong analytical thinking and a methodical approach to problem-solving.
• Willingness to work in rotational shifts, including weekends, based on business requirements.