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: