It Service Desk Engineer

5 days ago

Noida, India Progressive Infotech Full time

Job Description

Key Responsibilities

The role focuses on being the first point of contact for IT issues, ensuring smooth resolution, and maintaining IT operations.

- Incident Management:
- Serve as the first point of contact for employees reporting IT issues or incidents.
- Log, track, and categorize all incidents in the IT service management system.
- Prioritize and assign incidents to the relevant IT team members.
- Follow up with users and Support team to ensure incidents are resolved and provide status updates.
- Vendor Management:
- Coordinate with external vendors to ensure timely resolution of hardware, software, and service issues.
- Track service level agreements (SLAs) to ensure vendor compliance with agreed-upon timelines and quality standards.
- Maintain a database of vendor contacts, contracts, and escalation procedures.
- Assist in managing procurement and inventory of IT assets in collaboration with vendors.
- Administrative Support:
- Assist in managing IT requests for new hardware/software.
- Maintain records and documentation for IT-related requests and processes.
- Prepare regular reports on incident status, vendor performance, and asset inventory.
- Communication & Coordination:
- Maintain clear communication with users and IT teams to ensure smooth issue resolution.
- Provide users with updates on the status of their requests and incidents.
- Help manage communication channels (email, chat, phone) for IT support services.
- Process Improvement:
- Contribute to the development and improvement of IT support processes and workflows.
- Assist in creating and maintaining documentation, including FAQs and knowledge base articles.
- Identify recurring issues and help propose solutions to minimize disruptions.

Required Skills & Qualifications

To be successful in this role, you should have:

- Educational Qualification: A Bachelor's degree in any field.
- Basic IT Knowledge: Understanding of general IT concepts (basic knowledge of hardware/software and IT support processes is a plus).
- Communication Skills: Strong verbal and written communication skills.
- Ability to interact effectively with users and vendors, keeping them informed and ensuring a smooth experience.
- Organizational Skills: Good time management and organizational skills to handle multiple tasks and prioritize effectively.
- Attention to Detail: Ability to accurately document incidents, vendor communications, and other support-related information.
- Customer Service Orientation: Strong customer-focused approach with a positive, can-do attitude.

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