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 recent 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

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