Help Desk Executive/Officer

Job Description :

1. Responsible for Service desk Delivery

2. Call logging / follow ups/ closures for various
incidents related to various applications and OS.

3. Call escalation for the issues which are not of
user end.

4. Support for various departments

5. Call logging / Assigning / Follow ups for
Network, Server, Applications, CRM, Outlook related issues.

6. EOD pending tickets reports.

7. Daily MIS report.

8. Weekly Tracker

9. Service desk mails handling.

10. Vendor coordination

11. Provide First Level Support over Message
Delivery System (Telephone, email)

12. Well verse with MS Office, Windows Operating
System etc

13. Answer staff questions in person and via phone
on all company supported applications.

14. Determine source of computer problems (hardware,
software, user access, etc.).

15. Advise staff on appropriate action.

16. Serve as liaison between staff and the
technology department to resolve issues.

17. Work one-on-one with staff on application
projects.

18. Document resolutions for future reference.

19. Other duties as assigned.



ADDITIONAL RESPONSIBILITIES :

1. Perform hardware and software installations.

2. Provide on-the-job training to new department
staff members.

3. Provide computer orientation to new company
staff.



KNOWLEDGE AND SKILL REQUIREMENTS :

1. Good command over written & verbal
communication

2. Accept requests for assistance or problem
reports from users

3. Obtain necessary information from users to
adequately describe the request or problem report

4. Directly respond to the request or problem if
within own areas of expertise

5. Complete information on problem reports that
were solved personally and close report in problem tracking system

6. Direct the request or problem to the most
appropriate support area (e.g., Networks, Telecom, Software, dialer etc)

7. Liaison with user to ensure that requests or
problem reports have been satisfactorily handled Reports

8. Good basic working knowledge of Microsoft
Windows, Office and any other common desktop tools

9. Knowledge of ITIL

10. Worked on some Helpdesk Ticketing System

11. Ability to work responsibly with or without
direct supervision





Desired Profile :

Education :
UG, Graduation - Any Specialization, Post Graduation Not Required

Functional Area :
Information Technology