IT Help Desk Engineer

3 weeks ago


Navi Mumbai, Maharashtra, India Team Computers Private Limited Full time
Job Description

JD as follows

- Creating tickets, monitoring mails, keeping follow up for every ticket till the closure.
- Escalating and routing the tickets to the next level team with the proper support metrics.
- Ensure that all Calls/ Emails/ Tickets are resolved/ completed within SLA.
- Monitored and executed all end user calls related to IT Services.
- All mails to be read thoroughly and replied to all the concerned in case of escalation.
- Generating the tickets and aligning the Engineer of Concerned Team to solve the issue encountered.
- Coordinating with engineer, as well as with user for the update of the call.
- Closing the ticket ID with the proper resolution method followed by engineer to troubleshoot the issue.
- Taking the user acknowledgement before closing the ticket ID.
- Check and generate the Daily call report, Monthly call report
- Interacting and escalate issue with senior and follow end to end resolution.
- All mails to be read thoroughly & replied to all the concerned in case of escalation.
- Coordinate and manage relationships with vendors that provide hardware, network and other support.
- Maintaining hardware and software Inventory and follow all IT documentation process
- Knowledge and work close with service desk & ticketing software tools like remedy, footprint.
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