Triage Support Specialist - IT Service Desk

This role is for one of the Weekday's clients

Min Experience: 3 years

Location: Gurugram

JobType: full-time

We are seeking an experienced and customer-focused Triage Support Specialist to join our IT Service Desk team. This individual will play a key role in delivering exceptional end-user support across multiple platforms, ensuring that employees are empowered to perform at their best through efficient use of technology.

Key Responsibilities:

• Serve as the first point of contact for technical support via tickets, in-person, chat, email, video, and phone.
• Provide timely investigation and resolution of issues; escalate complex problems to the appropriate teams when needed.
• Lead IT onboarding sessions for new hires and assist with Day 1 setup logistics.
• Maintain clear and comprehensive documentation of support cases and solutions.
• Create and maintain self-service knowledge bases and user guides to reduce recurring support requests.
• Manage software license request workflows, including approvals and compliance tracking.
• Conduct end-user training sessions and develop documentation to empower employees to resolve minor issues independently.
• Participate in on-call support rotations and offer flexibility to work evenings, nights, or holidays based on business needs.

Preferred Experience & Skills:

• 3+ years of experience in an end-user IT support or helpdesk role.
• Proficient with macOS and Apple hardware, including JAMF for administration.
• Strong working knowledge of Windows 10/PC environments.
• Demonstrated diagnostic and troubleshooting skills with a methodical approach to problem-solving.
• Clear and effective communication skills for explaining technical issues to both technical and non-technical users.
• Calm and empathetic demeanor, particularly under pressure or during urgent technical incidents.
• Familiarity with the following technologies and tools is highly desirable:
• Operating Systems & Hardware: macOS, Windows 10, Apple devices
• Collaboration & Communication: Slack, Zoom, VoIP
• IT Tools: JIRA, Confluence, Okta, Google Workspace, Meraki, Oomnitza

Personal Attributes:

• Self-motivated with a strong desire for continuous technical growth.
• Strong organizational and multitasking abilities.
• A collaborative team player who thrives in both independent and team settings.
• Customer-first mindset with a dedication to providing excellent service.