Technical Helpdesk - (Roles & Responsibilities) 

• Experience Level : 6 months - 1 year

• The Helpdesk Coordinator will act as the single point of contact to the customer/users for all IT related requirements

• Responsible for attending all incidents, service requests landing at the Service Desk via the E-Helpline Tool, Mail & Telephone. 

• Responsible for understanding the various categories of calls for e.g. issues on Desktop's, Laptop's and Domains.        

• The responsibilities of the Helpdesk Coordinator will be to Log all the calls, assign it to engineers, track it till closure, and update the user

• Responsible for allocating proper call categories for the incidents and Service Requests

• Adherence to response time is the key responsibility of SD

• Responsible for proper knowledge of Prioritization Matrix so as to classify the incidents and service requests as per the Severity     

• Responsible to track engineers availability to assign incidents without violation of the SLA.

• Responsible to monitor the Incident status to respond, resolution as per SLA

• Responsible to ensure proper activity details are updated in tool by all engineers

• Responsible to inform Site Incharge, Program Manager in case Incident is violated or going to violate the SLA 

• Responsible to update Escalation Matrix & E-Helpline tool for any changes immediately.        

• Responsible to generate Pending Incident report before defined service desk closure time. 

• Responsible to meet Site Incharge & schedule to discuss pending incident report once in a week.     

• Responsible to prepare the MOM and coordinate to close the actions by respective team member

• Logging calls with the vendors and ensuring that the calls are resolved within the SLA signed with the vendor.       

• Call Escalation as per defined escalation matrix

• Update customer on engineer’s expected arrival time.        

• Update customer on any delays to resolution of an Incident

Education & Certification

Graduate with 1 year of DIploma in Hardware & Networking 

                OR

Polytechnic Diploma of 3 years in CS/IT

Experience

1 year to 2 years as a Trainee Engineer OR min 6 months as a Desktop Support Engineer.

Certifications (Not mandatory)

Certifications will be an added advantage for a desktop support engineer. Some certifications to consider include the following:

• Microsoft Certified Professional

• Microsoft Certified Solutions Expert