Helpdesk Technician

Job Summary: The Enterprise Helpdesk Technician will be responsible for providing support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, managing user accounts, and ensuring the smooth operation of IT systems.

Primary Roles and Responsibilities:

• Troubleshoot / resolve the issues for which users connect with the ServiceDesk
• Create tickets [Incidents / Requests] and follow up with resolver groups for resolution
• Identify the right categories / sub-categories for the issues to ensure the tickets are created, resolved / routed under right category/sub-category
• Analyze the tickets to ensure they are resolved right first time and avoid unnecessary ticket hops
• Analyze and highlight any issues which needs to be raised as Major Incident to the Lead or Incident Manager basis the criteria
• Keep track of the tickets and follow the 3-strike policy and keep the user updated on the status of the tickets apart from following up with them on resolution status

Qualifications:

• Good understanding of ITIL 4 process
• Well versed with resolving technical issues like password reset, Active Directory, Outlook issues, Shared Drive access, Network, Storage, Applications etc.
• Good communication skills with neutral accent preferably