Urgently Required Technical Help Desk

Job Descriptions

  • Position Type : Full Time, Employee

  • Job Category : Technical Help Desk Engineer

  • Qualification : Full- time Graduate,(min 50% aggregate in 10th,12th/PUC &Graduation)

  • Key Skills : Commerce Background / Financial Knowledge preferred, Basic Troubleshooting,Good Communication

  • Experience : 0-1 Year

  • Job Position : Technical Help Desk

  • Job Location : Bangalore

  • Apply : postresume@skyprotechnologies.com

Technical Helpdesk Management - Job Descriptions

  • Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
  • Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool)
  • Acknowledge the tickets, allocate appropriate categoryt
  • Classify the tickets as per Severity and Impact
  • Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis
  • Allocate the ticket to the respective support groups and track the ticket for closures
  • Provide Level 1 support for all End User Issues pertaining to Enterprise applications (In-Scope), Operating System, Printing, Office Automation Tools, and Generic IT Queries
  • Ensure activity details are updated in the tool by the respective support groups
  • • Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope
  • Route service requests to the appropriate teams (viz. user management group, mail management group etc.)
  • Provide first level support for end user issues pertaining to desktop/laptops, OS, client applications as agreed in scope
  • Escalate incidents / tickets which are going beyond the service levels
  • Escalate incidents pertaining to Suppliers non-performance or delays
  • Escalate issues pertaining to users non-availability or non-cooperation
  • Maintenance of SLA matrix, severity and categorization matrix