IT Infra Desktop Support

4 days ago

Oragadam Chennai Tamil Nadu, India Mindcom Full time

**IT Infrastructure Service Desk Support**:
End User Services - Support Desk

Skill Level L1 & L2

Service Desk - L1 (2+ Years)

Service Desk - L2 (4+ Years)

Service Desk -Team Lead (5+ Years)

IT Infra (Laptops, Desktops, Printers, Google Suite, AD Account Management and L1 Support for Standard Applications)

**Responsibilities**:

- **Ticket Management**: Monitor, log, and update tickets using the Service Desk tool for incidents, service requests, and user queries.
- **Issue Categorization**: Record accurate details such as category, severity, and problem description, and assign incidents to appropriate technical or priority groups.
- **Resolution Handling**: Provide solutions as per SOPs, utilizing error databases and knowledge management systems; escalate unresolved issues to Level 2 support.
- **Vendor Coordination**: Route vendor-related issues to vendors and follow up for resolution.
- **User Communication**: Periodically update users on incident status and ensure clear communication based on standards.
- **Escalation Management**: Escalate issues related to user non-availability or non-cooperation.
- **Emergency Notifications**: Notify SPOCs of emergencies, system failures, or significant incidents per defined procedures.
- **Knowledge Base Contribution**: Maintain and update the knowledge base with new resolutions and problem analyses.
- **Survey Management**: Send and gather End User Satisfaction surveys for closed calls.
- **SLA and Status Monitoring**: Track problem status against SLAs, ensure timely resolution, and escalate per the matrix if needed.

**Job Types**: Full-time, Permanent

Pay: ₹14,000.00 - ₹20,000.00 per month

Shift:

- Day shift
- Evening shift
- Morning shift
- Rotational shift

Work Days:

- Weekend availability

**Location**:

- Oragadam, Chennai, Tamil Nadu (required)

Work Location: In person

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