Service Desk Technician Level 1

Job Title: Level 1 Service Desk Technician

Location: Kochi, Kerala, India.

Permanent, Full Time.

Shift Hours: Morning Shift (6.30am - 3.30pm)

About Us:

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specializing in technology.

About the role:

We are seeking a dedicated and customer-focused Level 1 Service Desk Technician to join our IT team in Pune, India. The ideal candidate will be responsible for providing first-line technical support to our users, ensuring that IT issues are assigned, resolved, and escalated promptly and efficiently.

This role requires working shift hours to provide extended support for our global teams.

The emphasis is placed on delivering exceptional customer service and maintaining a high level of user satisfaction.

Build Your Career with Cyncly in Kochi!

Kochi is Cyncly’s newest hub, opening doors to exciting career opportunities across diverse functions. Here, you’ll collaborate with global experts, engage in innovative projects, and grow in a culture that values innovation, flexibility, and continuous learning. With access to top mentors, excellent learning resources, and a flexible and autonomous working environment, you’ll have everything you need to thrive.

Key Responsibilities:

• Provide First-Line Support:

  Respond to all incoming service requests and ensure appropriate action, including troubleshooting, resolution, and escalation to senior resources.

• Request Management:

  Create, review, assign, and prioritize requests in the service desk system, ensuring accurate and timely updates to meet SLA targets.

• Troubleshooting:

  Diagnose and resolve hardware, software, and network issues for end-users.

• User Assistance and Education:

  Assist users with IT-related queries and provide guidance on using IT systems and applications.

• Escalation:

  Escalate complex issues to higher-level support teams as necessary, ensuring proper documentation and follow-up.

• Documentation:

  Create and maintain user-focused solution articles, FAQs, How-To guides, and standard operating procedures (SOP) to enable user self-help and consistency in IT service desk operations.

• Security Measures:

  Adhere to and promote security best practices to protect user data and IT infrastructure.

• Technology Trends:

  Stay updated on the latest technology trends and advancements to provide informed support.

Qualifications:

• Education:

  A diploma or degree in Information Technology, Computer Science, or a related field.

• Language:

  Proficient in written and spoken English.

• Experience:

  1-2 years' experience in an IT service desk or technical support role. Experience with FreshService is a strong asset.

Technical Skills:

• Strong and demonstrated knowledge of Microsoft 365 and MS Teams.
• Experience with various laptop and desktop Microsoft and Mac Operating Systems.
• Understanding of basic troubleshooting, including general IT hardware such as laptops, desktops, network, WiFi, and Bluetooth.
• Familiarity with service desk software and remote support tools.

• Certifications:

  ITIL, CompTIA A+, or other relevant certifications are a plus.

• Soft Skills:

  Excellent communication, problem-solving, and customer service skills.

• Customer Service:

  Strong customer service orientation with the desire to take ownership of issues to ensure an exceptional end-user experience.

• Team Player:

  Ability to work effectively in a global team environment.

Working for us:

We are a dynamic and innovative company that still holds onto our founding ethos of collaboration, openness, and commitment to excellence. We have big ambitions, and we are moving fast to reach them through our biggest asset – our people.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Our teams recognize that all people come with a wealth of experience and talent beyond just the technical requirements of the position. Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage candidates from all backgrounds to apply to our roles.

Come and join an international and motivated team in a growing technology company.