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Help Desk Lead

5 - 10 years

5 - 9 Lacs

Pune

Posted:5 hours ago| Platform: Naukri logo

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Skills Required

customer service google ms office outlook active directory microsoft windows tcp project management freshdesk it support fi linux troubleshooting ip dns mac account management zendesk servicenow itsm vpn linux comptia teamviewer dhcp jira

Work Mode

Work from Office

Job Type

Full Time

Job Description


Help Desk LeadWe are seeking a Help Desk Lead to provide first-line IT support to users by troubleshooting technical issues, responding to service requests, and maintaining IT systems. The ideal candidate has excellent problem-solving skills, strong technical knowledge, and a customer-first approach.ResponsibilitiesProvide technical support via phone, email, chat, or in person.Troubleshoot hardware, software, and network issuesInstall, configure, and update operating systems & applicationsMaintain user accounts and permissions in Active DirectoryAssist with password resets, email issues, and printer troubleshootingDocument issues, solutions, and IT processes in a ticketing system (ServiceNow, JIRA, Zendesk, etc.)Guide users on best IT practices and security policiesEscalate complex issues to higher-level support teamsAssist with hardware setup, device imaging, and asset managementPerform basic network troubleshooting (Wi-Fi, VPN, IP configurations)Knowledge of security best practicesStrong ITSM knowledge, project management skillsEducationAssociate or Bachelor degree in IT, Computer Science, or related field (or equivalent experience)Experience5+ years in IT support, with leadership experienceCertification CompTIA A+, CompTIA NetworkTechnical Skills:

  • Windows, macOS, Linux troubleshootingMicrosoft 365, Google Workspace, Outlook, TeamsActive Directory, password resets, account managementNetworking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)Ticketing systems (ServiceNow, JIRA, Freshdesk, Zendesk)Remote support tools (TeamViewer, AnyDesk, Remote Desktop)Soft Skills:

  • Strong verbal communication and customer service skillsAbility to multi-task and prioritize ticketsAbility to own tickets from creation to resolutionAbility to lead and mentor other team membersAnalytical and problem-solving mindsetTeamoriented and eager to learnNice To Have:Certification(s) HDI Desktop Support Technician, ITIL v4, AWS CLF-CO1, AWS CLF-CO2, AZ-104 Mandatory SkillsCompTIA A, CompTIA NetworkWindows, macOS, Linux troubleshootingMicrosoft 365, Google Workspace, Outlook, TeamsActive Directory, password resets, account managementNetworking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)

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    Virtusa
    Virtusa

    Information Technology and Services

    Southborough

    20,000+ Employees

    4329 Jobs

      Key People

    • Kris Canekeratne

      Chairman and CEO

    • Sanjay Singh

      President and COO

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