Helpdesk Engineer

About the job

Key Responsibilities

1. Provide a single point of contact for the agreed IT infrastructure management services

1. Monitor the helpdesk tool for open and pending tickets raised by the customer's end-user.

1. Receive incidents, service requests, queries, and change requests from customers' end users or IT staff through one of the agreed modes of communication

1. Log tickets in the helpdesk tool on behalf of users making service requests over phone and /or email, and first-level troubleshooting.

1. Log tickets generated by alerts in the tools.

1. For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix

1. Assign the incidents to the appropriate technical group and categorize them into the appropriate severity or priority group

1. Provide first-level support for the issues using the available knowledge base and standard operating procedures wherever possible (Updates of Pending Calls, Process for any request, Transferring calls to respective teams for information)

1. Route calls to the appropriate support team, such as the user management group or the mail management group.

1. Route calls to the vendors in case of issues with vendors

1. Follow up with Backend, Apps, Client Support, Vendor, or Customer's technical team for incident status and manage notifications and escalation

1. Update incident status to users periodically and as per the communication standards

1. Escalating the Issues to the team leads, Ops Manager, and Crisil Manager, if not getting any support from the teams.