
IT Help Desk Support Engineer
1 day ago
Role & responsibilities
- Extending technical support on application to end users
- Provide Help Desk support for reporting technical incidents / issues / problems with the system.
- The Help desk shall log user calls related to system and assign an incident/ call ID number. Severity shall be assigned to each call as per the SLAs.
- Track each incident / call to resolution.
- Escalate the calls, to the appropriate levels, if necessary, as per the
escalation matrix agreed upon - Analyze the incident / call statistics and provide monthly reports including but not limited to:
i. Type of incidents / calls logged
ii. Incidents / calls resolved
iii. Incidents / calls open
iv. SLA compliance report
- The help desk will serve as a single point of contact for reporting/resolution of all tickets (queries, errors, incidents, issues either application or infrastructure or operations related). IT facilities management services to provide first-line services related to all IT issues including software, applications, client-side infrastructure, servers, network, etc.
Qualification:-
Any Graduate with diploma in computers
OR
Degree/Diploma in Computers/ Electronics from recognized Engineering.
College/ Polytechnic.
Experience
Minimum 2 years on installation/configuration and support on desktop O/S such as Win 7 /Windows 8, PC assembling & disassembling, printer/MFP troubleshooting.
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