IT Helpdesk engineer

Monitor the Service request and incident problem reported directly by the end-users. Categorization of Type of tickets, Severity, Category etc. Maximize first contact resolution.For problems, which are out-of-scope or beyond their capabilities, they will be dispatched to the 2nd & 3rd level support providers by providing necessary information in tickets.Follow up with the dispatched problems to ensure proper and quick closure Communicate with the end-users and keep them informed of the progress Escalate the major incidents to the management for further attention.Confirm the resolution with the end-users before closing the tickets.Coordinate with the 2nd /3rd level and regional IT support for knowledge transfer and problem management Provide Chat Support to the end users.Provide 1st level troubleshooting on Laptops and MS Office clients configuration.Respond to the problems and questions raised through voice mail, email and ensure these are capture in the IT direct ticketing tool.Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end usersCoordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

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