Job Description

Key Responsibilities:

Ticket Management:

o Log all IT service requests/incidents raised by users through phone, email, or in- person.

o Assign tickets to the relevant IT engineer based on the nature of the issue and engineer availability.

o Ensure timely acknowledgment of tickets logged in the Helpdesk system (ManageEngine ServiceDesk Plus or equivalent).

o Follow up with the concerned engineer for updates and resolution timelines.

o Provide regular status updates to end-users and ensure ticket closure confirmation.

Escalation Handling

o Proactively escalate delayed or unresolved tickets to the appropriate senior IT team members or as per escalation matrix.

o Track the ticket lifecycle to ensure SLA adherence.

Asset Management

o Maintain and update the IT Asset Register regularly.

o Coordinate with the team for asset issuance, movement, and return (laptops, desktops, printers, accessories, etc.).

o Ensure tagging and documentation of all IT assets in coordination with the IT Infrastructure Team.

Reporting G Documentation

o Generate daily, weekly, and monthly reports on ticket statistics, open issues, SLA breaches, etc.

o Maintain proper documentation of asset movements, handover forms, incident reports, etc.

Communication G Coordination

o Act as a central communication point for all IT-related queries and complaints.

o Communicate with vendors (if required) for updates on external support tickets.

o Maintain professional and courteous behaviour while interacting with users at all levels.

Job Types: Full-time, Permanent

Pay: ₹17,000.00 - ₹27,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person