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.
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
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