IT Helpdesk Role
The IT Helpdesk Engineer is a technical support role whose primary responsibility is to provide day to day support to end users. This role will involve interacting with Global Users and Customers of Infinite Compute Solutions The IT Helpdesk Engineer is responsible for tracking and resolving all assigned support requests through effective decision making
The successful job applicant will present himself/herself in an professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. The IT Helpdesk Engineer is expected to provide these services with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.
Job Profile / Roles
Receive, manage and record requests receiving either by phone, mail or Tickets.
Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources.
Forward technical support issues that cannot be addressed by the IT Helpdesk to the appropriate team as defined in the process
Troubleshoot and resolve end-user IT, Tools, Network and connectivity, software related problems, including all issues which fall under the scope of support for Service Desk.
Work as a team member, providing support to colleagues as and when required.
Able to react to change productively and handle other essential task as assigned.
Share new solutions with the group as part of “Sharing Best Practices”
Work the line manager during Year review of targets and participate in group and 1 on 1 discussion with the Line manager.
Contribute & Participate for the overall improvement of the program / company.
Activities / Responsibilities
Helpdesk support services.
Help Desk services and Help Desk tool management.
Monitoring of alerts for all category of Helpdesk tickets.
Initial triage of Incidents.
Monitoring of Tickets and incoming calls.
Routing tickets to different teams as per priority and category.
Access related issues (Account lockouts / Password reset)
Will leverage Current tool setup of Client for Helpdesk teamRegister Tickets/Service Requests in Incident Management & Tracking System with proper categorization like Priority or Type, as well as Operational and Product Categorization.
Proper quality of tickets is crucial in Incident Handling Process
Set up IM bridge and engage cross functional teams
Support on the Initial Troubleshooting/pre checks to be performed for providing the resolution
Ensure that all detailed required (including Mandatory fields) for the issue are documented in the Ticketing system.
Work with the Internal Teams to ensure that the users’ issues are fixed in a timely manner.
Provide support and resolve problems to the end user’s satisfaction
Monitor and respond quickly and effectively to requests received as per the SLA defined in the process.
Monitor IT Helpdesk for tickets assigned to the queue and process first – in first – out based on priority
Document internal procedures
Assist with on boarding of new users
Co-ordinate with team members in identifying new solutions for existing and unresolved issues.
Follow all defined process religiously and raise feedback and suggestions to the appropriate stakeholders
Report all issues that needs attention from the Ticketing system.
Willing to work in shifts in evening and night shifts
Skills Personal
Good communication skills in English
Enthusiasm for providing outstanding customer service
Strong decision making and problem-solving skills
Presents himself/herself in a highly professional, competent manner
Ability to work calmly under pressure, multitask and prioritize
Ability to work independently and within a team environment
Highly organized, detail oriented and self-motivating
Patience to solve technical problems with end users of varying technical aptitudes
Creativity and Problem Solving, out of the box thinking
Ethics in the Workplace
Team Building Practices, Principles and Issues
Qualifications
Any Degree or Diploma
Range of Year Experience-Min Year
3
Range of Year Experience-Max Year
6
Job Description PURPOSE OF THE JOB:Finance, Controls, TAT Vendor Governance, Reports Payments Management Cloud Cost Invoice Processing DUTIES & RESPONSIBILITIES:Assist...
Apply For This JobProvide technical support for both hardware and software issues Manage the configuration and operation of computer operating systems Monitor the...
Apply For This JobJob description Job Title: Software Testing Trainer Location: 2nd Floor Parmanand Buiilding, above Khadims and Anand Bhandar, Right of cake...
Apply For This JobGreetings from Iotasol! Profile: – Software Trainee (Fresher) It is my pleasure to introduce Iotasol Technologies Pvt. Ltd., established in...
Apply For This JobWe currently have Openings For Senior Bench Sales Recruiter/ US IT Recruiter Senior Bench sales Role:Minimum 5 years of experience...
Apply For This JobAbout us: We are seeking an experienced IT professional with a strong background in hardware and networking, as well as...
Apply For This Job