IT Helpdesk engineer

4 weeks ago

panchkula, India Blue Chip Gulf IT Service Pvt LTD Full time
  • 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 users
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

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