Technical Helpdesk

1 week ago

Mumbai, India Dixit Infotech Services Full time
  1. Key Responsibilities

Coordination & Administration

l Monitor and assign tickets to vendor engineers and Dixit engineers to maintain SLA compliance.

l Manage and coordinate DC & Store RE Engineers.

l Maintain and share daily attendance with the Customer and Project Manager.

l Follow up on open tickets and ensure closure within SLA in ServiceNow.

l Arrange and participate in team meetings with the customer as required.

l Prepare and share monthly reports with the customer.

l Manage additional activities such as PAV, festival support, and share related reports.

Technical L1 Support

l Act as the first point of contact for all IT support requests via phone, email, or ticketing system.

l Troubleshoot and resolve basic issues related to desktops, laptops, printers, applications, and networks.

l Handle user account management (password resets, access issues, email configuration).

l Log, track, and update incidents in the ticketing system, ensuring timely resolution within SLA.

l Escalate unresolved issues to L2/L3 support teams with proper documentation.

l Assist with software installations, updates, and patches.

l Provide remote and onsite support as required.

l Maintain knowledge base and documentation for recurring issues.

l Deliver high-quality customer service and ensure user satisfaction.

Required Skills & Qualifications

l Diploma/Graduate in IT/Computer Science or related field.

l –2 years of experience in IT Helpdesk/Technical Support (freshers with strong knowledge can also be considered).

l Basic understanding of Windows OS, MS Office, Outlook, and networking fundamentals.

l Familiarity with ITSM/ticketing tools (ServiceNow, Remedy, Jira, or similar).

l Good communication, coordination, and interpersonal skills.

l Ability to work during Public Holidays & Festivals.

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