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Job Description
- Preparing Desktop team Shift Roster & ensure staffing is as per rooster.
- Creating / Updating Documentation, knowledge database and SOP's
- SPOC for Desktop support function during the shift.
- Monitor service call queue
- Attend S1 User calls.
- Attend High Priority & Level 2 calls.
- Provide technical support to L1 Desktop Engineers.
- Take over unresolved calls if L1 support engineers are busy with other calls and resolve. In case of non-resolution, escalate to concerned stakeholders / vendors.
- Fill in the gap in case of breaks for helpdesk agents.
- Ensure calls are updated with meaningful & correct data and on time.
- Follow-up on the activities assigned to desktop team on the floor.
- For any con-call with onshore or offshore TL should participate calls as & when required.
- Verify the Helpdesk related report, ensure timely outage communication (SMS/Mail)
- TL should review the quality of the tickets logged/updated in Service Desk as well as in Service Center.
- Monitor effective vendor management.
- End-user Communication (in case of delays, updates, etc).
- Inter-Team Communication and Knowledge Sharing.
- Timely Submission of Desktop related activities.
- Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
- Informs Management of security breaches
- Adheres to "Standards of Business conduct"
- Awareness of Information sharing
Job Requirements
- Bachelor’s degree in information technology, Computer Science, or a related field.
- 1-3 years of experience in IT hardware management or support.
- Strong knowledge of computer systems, servers, and networking hardware.
- Proficiency in troubleshooting hardware issues.
- Excellent problem-solving skills and attention to detail.
- Strong communication skills and ability to work collaboratively.
