Experience 3+ Years

Key Responsibilities:

- Provide day-to-day desktop support and helpdesk operations, ensuring adherence to defined SLAs and service quality metrics.
- Diagnose and resolve incidents and service requests independently while meeting established SLAs.
- Drive standardization in desktop images, configurations, and security compliance.
- Ensure IT asset lifecycle management, including provisioning, upgrades, and decommissioning.
- Maintain documentation, SOPs, and knowledge base for end-user support operations.
- Respond to tickets, calls, and emails promptly; ensure timely resolution and escalation when needed.
- Install, configure, and troubleshoot operating systems, applications, and peripheral devices.
- Monitor system performance and proactively identify potential issues.
- Escalate complex or unresolved issues to Level 2 support teams with complete troubleshooting documentation.




- Ensure compliance with ITIL processes including Incident, Request, Problem, and Change Management.
- Collaborate with IT teams to implement security policies and system updates.

2. Key Performance Indicators (KPIs):

- SLA adherence for incident and request resolution.
- First-call resolution rate.
- Average response and resolution times.
- End-user satisfaction and feedback scores.
- Reduction in repeat incidents.
- Compliance with endpoint security and patch standards.
- Ticket backlog and queue management efficiency

3. Skill & Competency Profile (Can make additions at time of hiring):

- Technical Skills:

Must Have Skills:

MS Active Directory

Mobiles-Support

PC Hardware-Support

Peripherals-Support

Customer Service support

Windows

MS Office Apps

O365

ITIL

ServiceNow - ITSM

📌 Engineer Helpdesk (Chennai)
🏢 CBTS
📍 Chennai