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Engineer - Helpdesk-JD

This job posting is for an Engineer position in the Information Technology Helpdesk department. The primary responsibilities of this role include logging incident and service request details, providing first-line support to users via phone, email and chat, resolving issues when possible, escalating unresolved issues, and keeping users updated on the status of their requests. The ideal candidate will have a Bachelor's degree, 5 years of relevant experience, knowledge of technologies like Active Directory and SharePoint, and strong communication and troubleshooting skills.

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Krishnamohan Mohan
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28 views

Engineer - Helpdesk-JD

This job posting is for an Engineer position in the Information Technology Helpdesk department. The primary responsibilities of this role include logging incident and service request details, providing first-line support to users via phone, email and chat, resolving issues when possible, escalating unresolved issues, and keeping users updated on the status of their requests. The ideal candidate will have a Bachelor's degree, 5 years of relevant experience, knowledge of technologies like Active Directory and SharePoint, and strong communication and troubleshooting skills.

Uploaded by

Krishnamohan Mohan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Job Description

Department: Information Technology


Position: Engineer - Helpdesk
Reports to: Team Lead-Helpdesk
Shift: Rotational (24/7)

Summary:

The primary aim of the Help desk is to provide a single point of contact between the services being
provided and the users. Help desk manages incidents and service requests and handles communication
with the users. Help desk employees execute the first line incident management, access management
and request fulfilment processes.

Responsibilities:

 Logging all relevant incident/service request details, allocating categorization and


prioritization codes
 Providing first-line investigation and diagnosis through all channels (telephony, email and
chat)
 Resolving incidents/service requests when first contacted whenever possible
 Escalating incidents/service requests that they cannot resolve within agreed SLA
 Keeping users informed of progress on the issues or Ticket
 Closing all resolved incidents, requests and other calls
 Meet all the SLA set by the management/Team, provide On-call support on weekends
 Communication with users – keeping them informed of incident progress, notifying them of
impending changes or agreed outages, etc.
 Ownership of incident throughout their lifecycles leads to higher customer confidence in the
service
 Improved staff utilization and higher commitment to quality
 Identify the scope of correcting the current SOP and creating the new SOP
 Need to provide coverage when ever required for the team, need to be flexible with Shifts and
mostly night shift.
 Take initiatives and work project pro actively. Understand the new technology and IT
concepts
 Provided seamless customer services to all our users.

Knowledge/Skills/Abilities:

 Knowledge in providing technical support


 Knowledge in Active Directory, Sharepoint, RDS terminal servers and SCCM
 Proficient in MS Office Suite O365, and Windows 10
 Proficient on Apple, Android and Windows mobile devices
 Strong client-facing and communication skills
 Advanced troubleshooting and multi-tasking skills
 Customer service orientation
 Ready to work in 24*7 environment .

Education and Experience:


 Bachelor Degree (B.COM/B.SC/B.Tech) is required
 Degree focus in technology or business preferred
 5+ releven Exp is preferred

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