Help Desk Specialist

2 days ago

Bikaner, Rajasthan, India beBeeSupport Full time ₹ 8,00,000 - ₹ 12,00,000

Job Title:

Help Desk Specialist

Description:

The Help Desk Specialist plays a pivotal role in ensuring seamless IT support to our organization. Key responsibilities include logging IT issues via various channels, tracking and resolving incidents using specialized tools like Manage Engine and ADX.

Additionally, the Help Desk Specialist is responsible for assigning tasks to engineers, ensuring timely closure, and maintaining HP warranty call trackers in ADX.

Other critical duties involve generating management reports, including daily open calls, summary reports, CSAT reports, printer/projector reports, AMC tracker reports, and MIS reports. These reports are essential for informed decision-making and evaluating service desk performance.

Responsibilities:

  1. Log IT issues through phone, email, chat, and web portal
  2. Track and resolve incidents using Manage Engine and ADX tools
  3. Assign tasks to engineers and ensure timely closure
  4. Ensure HP warranty and AMC support coverage for all IT equipment
  5. Generate management reports, including:
  • Daily Open Call Reports
  • Summary Reports
  • CSAT Reports
  • Printer/Projector Reports
  • AMC Tracker Reports (Monthly)
  • MIS Reports (Weekly/Monthly)
  • Monthly Service Desk Presentations
Monitor performance of engineers across all locations and submit daily reportsEvaluate AMC partners' service and share improvement feedback

Requirements:

2+ years of experience in a similar role

Excellent communication and problem-solving skills

Ability to work under pressure and meet deadlines

Benefits:

Opportunity to work with a dynamic team

Professional growth and development

Key Skills:

ITIL Foundation Certification

Help Desk software proficiency

Strong analytical and problem-solving skills

Working Hours:

Standard office hours, with occasional overtime as required

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