Help Desk Executive

3 weeks ago


Bhopal, India XtraNet Technologies Limited Full time

Position
: Helpdesk Coordinator

Location
: Bhopal

Experience
: Minimum 2 - 3 years

Qualification
: Graduate

Role Overview

We are seeking an experienced Helpdesk Coordinator to act as the single point of contact (SPOC)
for all users of the State Data Center. The candidate will be responsible for incident management, coordination with OEMs, ticket tracking, escalation, and reporting.

Key Responsibilities

  • Act as SPOC for all users of the State Data Center.
  • Receive incident-related communication via phone, mail, and web interface.
  • Validate incident details and generate trouble tickets.
  • Assign tickets to the relevant engineer or specialist for resolution.
  • Initiate spare requests with OEMs for RMA (replacement of failed parts).
  • Follow up with OEMs/onsite engineers for incident closure.
  • Update incident records upon resolution and maintain the asset database.
  • Support engineers with knowledgebase updates.
  • Escalate unresolved incidents to specialists/project manager.
  • Generate incident reports and OEM performance reviews.
  • Manage CA Help Desk package (minimum 2 years' hands-on experience required).

Desired Skills & Competencies

  • Good understanding of ITIL processes (Incident/Change/Problem Management).
  • Experience with ticketing tools such as CA Help Desk, ServiceNow, or Remedy.
  • Strong communication and coordination skills.
  • Ability to handle escalations and vendor management.
  • Analytical mindset with report generation skills.

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