IT Help Desk Support Engineer

1 day ago

Chennai Kochi Mumbai, India CMS Computers Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Role & responsibilities

  1. Extending technical support on application to end users
  2. Provide Help Desk support for reporting technical incidents / issues / problems with the system.
  3. 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.
  4. Track each incident / call to resolution.
  5. Escalate the calls, to the appropriate levels, if necessary, as per the

    escalation matrix agreed upon
  6. 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

  1. 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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