Helpdesk Engineer

Job Description:-

1. Shift coverage: Operate in rotating shifts to ensure 24/7 availability, including weekends and holidays
2. First Call Resolution (FCR): Handle user queries and incidents via phone, email, or chat, aiming to resolve issues at first contact.
3. Troubleshooting: Provide initial diagnosis for hardware, software, and network issues, escalating to higher support tiers when necessary.
4. Escalation management: Route unresolved issues to Level 2/3 support teams while maintaining communication with users.
5. Monitoring: Keep track of system alerts, performance dashboards, and critical services to proactively detect outages.
6. Compliance and Reporting: Adhere to SLAs, ITIL processes, and generate performance reports for management.
7. User communication: Update users on ticket status, expected resolution times, and provide clear instructions or workarounds.
8. Skill requirements: Agents must balance technical troubleshooting with soft skills such as communication and empathy.
9. Knowledge base usage: Refer to documented solutions and contribute new fixes to improve efficiency.