It Help Desk Associate

Job description

NCR VOYIX CORPORATION Location: Chennai, India Job Title: IT Tech desk Associate Reports to: Team Lead-Tech desk PRIMARY RESPONSIBILITIES • Provide Level 1 technical support to endusers via calls, chats, and web tickets. • Assist users with basic issues related to desktop/laptop hardware, software, OS, printers, and applications. • Follow standard troubleshooting steps and document all actions taken in the ticketing system. • Provide information to customers regarding IT processes, password resets, howto queries, and known issues. • Escalate unresolved or advanced issues to Level 2 support teams as per defined guidelines. • Ensure excellent customer service by maintaining a positive, helpful, and professional attitude. • Adhere to shift schedules in a 247 rotational environment (including night shifts). TECHNICAL SKILLS: • Basic understanding of Windows 10/11. • Familiarity with Microsoft Office 365, basic applications, and internet concepts. • Basic knowledge of networking fundamentals (LAN, WiFi, VPN, IP basics). • Willingness to learn new tools, technologies, and troubleshooting methods quickly. EDUCATION & WORK HISTORY: • Minimum qualification: HSC (Grade 12). • Diploma or certification in IT/Computer Science (preferred but not mandatory). • No prior experience required freshers with good technical aptitude are welcome. • Internship or IT support training experience is an added advantage. COMMUNICATION SKILLS: • Good spoken and written English communication skills. • Ability to listen attentively and understand user issues clearly. • Clear and neutral accent with polite, professional speech. OTHER ESSENTIAL SKILLS: • Strong customer service mindset with patience and empathy. • Basic call-handling etiquette and ability to remain calm during challenging interactions. • Ability to follow instructions, processes, and documentation standards. • Positive attitude, willingness to learn, and good team spirit. • Customer service skills (persuasion, empathy, helpfulness & positive attitude). • Good business communication skills (e-mail).