Technical Helpdesk

2 days ago

Mumbai, Maharashtra, India Dixit Infotech Full time ₹ 3,20,000 - ₹ 6,40,000 per year

About Company

Dixit Infotech Services Pvt. Ltd. is one of India's leading information technology service integrators and solution providers. Dixit is a fast-paced, dynamic organization. Our pride and glory lie in being a customer-centric and forward-thinking company.

45 years young, our long experience packed with up-to-date trends and knowledge makes us an IT infrastructure company you can trust.

With over 800 employees serving through 41 service locations and 5 offices across India, we provide infrastructure management services, cloud computing, data storage, backup and security, unified communication, enterprise mobility, and more.

Partnering with major OEMs, we offer Managed Print Services, AMC and FMS, Device-as-a-Service, structured cabling, and surveillance services to our esteemed clients.

Customized solutions, certified professionals, quick responses, and our adaptable attitude towards customer care for your IT infrastructure needs make us 'The X factor in your IT.'

Our Vision: To be the best-in-class in IT services in India and overseas.

Our Mission: To provide customized services and solutions and be the No. 1 choice for all IT needs.

Job Description

  • 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.

Department

Service

Open Positions

1

Skills Required

CRM, Application support, coordination, Coordination & Administration

Experience

1.5 to 7 years

Location

Mumbai, Maharashtra, India

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