Helpdesk Technical Specialist

6 days ago

Noida Chennai Hyderabad Secunderabad Telangana, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description

Service Desk Engineer Position Overview:

As a Service Desk Engineer, you will be responsible for providing technical support to our customers via telephone, resolving or routing incidents and requests to appropriate teams, coordinating and managing relationships with vendors and support staff, administering user access and exit controls, using call tracking systems to document and manage problems and work requests, working closely with helpdesk peers in cross-training and development of operational excellence procedures, and performing effectively as a project leader or team member.

Key Responsibilities Include:

  • Provide hardware / software / network problem diagnosis / resolution via telephone for customer end users.
  • Resolve or Route incidents and requests to appropriate teams.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User Access and Exit controls.
  • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
  • Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
  • Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
  • Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
  • Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
  • Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus).
  • Willing to work in different shifts and national holidays as required by Operations.
  • Experience in Helpdesk Support/IT Support.
  • Experience in handling ticketing tools like ServiceNow, Jira.

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