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.

📌 IT Helpdesk-Catch (Mumbai)
🏢 S2Integrators
📍 Mumbai