Job Description

Reports To

Operations Manager -Help Desk Qualification

Any graduate, preferably BE/ B Tech in Computer Science,
Electronics or Information Technology, BCA, BSC IT

. Experience

1 year + min and max of 3 years of Experience in IT
Support / Telecom /Relevant Industry, in Help Desk .
Role Definition

The Help Desk L1 Engineer is a technical support role
whose primary responsibility is to provide day to day support to end
users.  This is a Help Desk role,
interacting with people of all levels across India.  The Help Desk Engineer is responsible for
tracking and resolving all assigned support requests through effective decision
making and problem-solving skills.

 

The successful job applicant will present himself/herself
in an extremely professional, competent manner, be highly organized, and
possess strong communication and interpersonal skills.   The Help Desk L1 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.

ü  Probe the users to identify the actual root cause of the issue and
troubleshoot it with all available resources.

ü  Forward technical support issues that cannot be addressed by the Help
Desk to the appropriate technician (Level 2 or Escalation Team).

ü  Troubleshoot and resolve end-user IT, Tools, Network and connectivity,
software related problems, including all issues which fall under the scope of
support for VNOC.

ü  Work as a team member, providing support to colleagues as and when
required.

ü  Able to react to change productively and handle other essential task as
assigned.

ü  Share new solutions with the group as part of “Sharing Best Practices”

ü  Work the line manager during Year review of targets and participate in
group and 1 on 1 discussion with the Line manager.

ü  Contribute & Participate for the overall improvement of the program
/ company.

Activities / Responsibilities

 

ü  Document all Incidents & Service Request in the Ticketing System
with appropriate details of the user.

ü  Ensure that all detailed required (including Mandatory fields) for the
issue are documented in the Ticketing system.

ü  Work with the Internal Teams to ensure that the users’ issues are fixed
in a timely manner.

ü  Provide support and resolve problems to the end user’s satisfaction

ü  Monitor and respond quickly and effectively to requests received as per
the SLA defined in the process.

ü  Monitor Help Desk for tickets assigned to the queue and process first -
in first - out based on priority

ü  Document internal procedures

ü  Assist with on boarding of new users

ü  Co-ordinate with team members in identifying new solutions for existing
and unresolved issues.

ü  Follow all defined process religiously and raise feedback and
suggestions to the appropriate stakeholders

ü  Report all issues that needs attention from the Ticketing system.

ü  Willing to work in shifts in a 16/5 support team

Skills

Personal

 Outstanding interpersonal and communication skills in English

ü  Enthusiasm for providing outstanding customer service

ü  Strong decision making and problem solving skills

ü  Presents himself/herself in a highly professional, competent manner

ü  Ability to work calmly under pressure, multitask and prioritize

ü  Ability to work independently and within a team environment

ü  Highly organized, detail oriented and self-motivating

ü  Patience to solve technical problems with end users of varying technical
aptitudes

ü  Creativity and Problem Solving,
Out of the box thinking

ü  Ethics in the Workplace

ü  Able to work with many task
simultaneously and keep track

ü  Team Building Practices,
Principles and Issues

ü  Good knowledge of Microsoft
Office

 .
Based out in Delhi .Experience range between 2-4 years

CTC can be maximum 3 LPA .Joining within 30 Days

Required Knowledge, Skills, and Abilities

• multi task
• work under pressure
• good communication
• creative
• problem solving

Education + Experience

• Qualification: BE