IT service -Catch & Dispatch

Job Overview:

24×7 front-line IT helpdesk support: handle calls, log incidents, dispatch tickets to resolver groups within SLA.

Key Responsibilities:

• First point of contact for IT incidents and service requests.

• Record, track, and close tickets in ITSM tool (ManageEngine ServiceDesk Plus).

• First-call resolution for standard issues.

• Escalate to L2/L3 or field engineers per SOP.

• Maintain SLA compliance and CSAT.

• Prepare operational reports, capacity/utilization inputs and service metrics.

• Ensure SLA compliance, audit readiness and RBI/security policy adherence.

• Maintain SOPs, runbooks, KB articles and operational documentation.

• Coordinate with OEMs/vendors and internal teams for issue resolution.

• Support DR drills, patching, vulnerability remediation and preventive maintenance.

• Participate in RCA preparation for Priority incidents.

• Follow Incident, Problem, Change and Service Request Management processes.

Technical Skills:

ITSM tools (ServiceNow, ManageEngine), Windows OS, MS Office, AD basics. Certifications:

Preferred: ITIL Foundation. Coverage Model: Remote 24×7.