Service Desk Analyst

1 day ago


Delhi, India ThoughtSol Infotech Ltd. Full time

Key Responsibility Areas (KRA)Designation: Service Desk ExecutiveLocation: DelhiExperience: Minimum 2 years1. Service Desk and IT SupportResponsible for logging IT issues through phone, email, chat, and web portal.Log, track, and resolve incidents using Manage Engine and ADX tools.Assign tasks to engineers and ensure timely closure.Ensure HP warranty and AMC support coverage for all IT equipment.2. Data Management and ReportingMaintain HP warranty call tracker in ADX.Ensure SLA compliance and generate management reports including:Daily Open Call, Summary, and CSAT ReportsPrinter/Projector ReportsAMC Tracker Reports (Monthly)MIS Reports (Weekly/Monthly)Monthly Service Desk Presentations3. Procurement and Vendor CoordinationObtain hardware quotations, coordinate approvals, and process POs.Track invoice submissions and follow up for timely payments.Coordinate with vendors for supply chain efficiency4. Vendor and Team Performance MonitoringMonitor the performance of engineers across all locations and submit daily reports.Evaluate AMC partners' service and share improvement feedback.Prepare and share Minutes of Meetings (MOMs) daily to ensure smooth operations.


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