Technical Helpdesk
2 days ago
- Key Responsibilities
Coordination & Administration
l Monitor and assign tickets to vendor engineers and Dixit engineers to maintain SLA compliance.
l Manage and coordinate DC & Store RE Engineers.
l Maintain and share daily attendance with the Customer and Project Manager.
l Follow up on open tickets and ensure closure within SLA in ServiceNow.
l Arrange and participate in team meetings with the customer as required.
l Prepare and share monthly reports with the customer.
l Manage additional activities such as PAV, festival support, and share related reports.
Technical L1 Support
l Act as the first point of contact for all IT support requests via phone, email, or ticketing system.
l Troubleshoot and resolve basic issues related to desktops, laptops, printers, applications, and networks.
l Handle user account management (password resets, access issues, email configuration).
l Log, track, and update incidents in the ticketing system, ensuring timely resolution within SLA.
l Escalate unresolved issues to L2/L3 support teams with proper documentation.
l Assist with software installations, updates, and patches.
l Provide remote and onsite support as required.
l Maintain knowledge base and documentation for recurring issues.
l Deliver high-quality customer service and ensure user satisfaction.
Required Skills & Qualifications
l Diploma/Graduate in IT/Computer Science or related field.
l –2 years of experience in IT Helpdesk/Technical Support (freshers with strong knowledge can also be considered).
l Basic understanding of Windows OS, MS Office, Outlook, and networking fundamentals.
l Familiarity with ITSM/ticketing tools (ServiceNow, Remedy, Jira, or similar).
l Good communication, coordination, and interpersonal skills.
l Ability to work during Public Holidays & Festivals.
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