Helpdesk Engineer-J_38_1581324339054

Act as the first point of contact for resolving customer’s IT Incidents / Service Request

Receive tickets (Incidents, Service requests, RFI) through Ticketing Tool

Provide First Call Resolution (FCR) based on SOP

Troubleshoot, Diagnose and provide appropriate resolution to the customer’s satisfaction

Be owner of IT Incident / Service Request right from receipt of request to resolution and closure

Installation, Troubleshooting and resolution of incidents / service requests related to end points like desktops/thin clients/laptops, OS, internet browsers, anti-virus, messaging clients, printer configurations,

Install / Uninstall / Reinstall office automation software, client component of business application software, e-mail client, browsers, mobile applications etc as per the need

Install AV and update DAT

Install OS Patches

Update tickets with complete & accurate troubleshooting and resolution of technical issues

Ensure all Incidents / Service Request are tracked until closure within SLA †escalating to other internal and external teams as appropriate