Key Responsibilities

The role focuses on being the first point of contact for IT issues, ensuring smooth resolution, and maintaining IT operations.

- Incident Management:
- Serve as the first point of contact for employees reporting IT issues or incidents.
- Log, track, and categorize all incidents in the IT service management system.
- Prioritize and assign incidents to the relevant IT team members.
- Follow up with users and Support team to ensure incidents are resolved and provide status updates.
- Vendor Management:
- Coordinate with external vendors to ensure timely resolution of hardware, software, and service issues.
- Track service level agreements (SLAs) to ensure vendor compliance with agreed-upon timelines and quality standards.
- Maintain a database of vendor contacts, contracts, and escalation procedures.
- Assist in managing procurement and inventory of IT assets in collaboration with vendors.
- Administrative Support:
- Assist in managing IT requests for new hardware/software.
- Maintain records and documentation for IT-related requests and processes.
- Prepare regular reports on incident status, vendor performance, and asset inventory.
- Communication & Coordination:
- Maintain clear communication with users and IT teams to ensure smooth issue resolution.
- Provide users with updates on the status of their requests and incidents.




- Help manage communication channels (email, chat, phone) for IT support services.
- Process Improvement:
- Contribute to the development and improvement of IT support processes and workflows.
- Assist in creating and maintaining documentation, including FAQs and knowledge base articles.
- Identify recurring issues and help propose solutions to minimize disruptions.

Required Skills & Qualifications

To be successful in this role, you should have:

- Educational Qualification: A Bachelor's degree in any field.
- Basic IT Knowledge: Understanding of general IT concepts (basic knowledge of hardware/software and IT support processes is a plus).
- Communication Skills: Solid verbal and written communication skills.
- Ability to interact effectively with users and vendors, keeping them informed and ensuring a smooth experience.
- Organizational Skills: Good time management and organizational skills to handle multiple tasks and prioritize effectively.
- Attention to Detail: Ability to accurately document incidents, vendor communications, and other support-related information.
- Customer Service Orientation: Strong customer-focused approach with a positive, can-do attitude.

Skills: It Helpdesk, Ticketing Tools, Technical Support

Experience: 1.00-3.00 Years

📌 It Service Desk Engineer (Noida)
🏢 Progressive Infotech
📍 Noida