Engineer Helpdesk

Experience 3+ Years

Key Responsibilities:

• Provide day-to-day desktop support and helpdesk operations, ensuring adherence to defined SLAs and service quality metrics.
• Diagnose and resolve incidents and service requests independently while meeting established SLAs.
• Drive standardization in desktop images, configurations, and security compliance.
• Ensure IT asset lifecycle management, including provisioning, upgrades, and decommissioning.
• Maintain documentation, SOPs, and knowledge base for end-user support operations.
• Respond to tickets, calls, and emails promptly; ensure timely resolution and escalation when needed.
• Install, configure, and troubleshoot operating systems, applications, and peripheral devices.
• Monitor system performance and proactively identify potential issues.
• Escalate complex or unresolved issues to Level 2 support teams with complete troubleshooting documentation.
• Ensure compliance with ITIL processes including Incident, Request, Problem, and Change Management.
• Collaborate with IT teams to implement security policies and system updates.

2. Key Performance Indicators (KPIs):

• SLA adherence for incident and request resolution.
• First-call resolution rate.
• Average response and resolution times.
• End-user satisfaction and feedback scores.
• Reduction in repeat incidents.
• Compliance with endpoint security and patch standards.
• Ticket backlog and queue management efficiency

3. Skill & Competency Profile (Can make additions at time of hiring):

• Technical Skills:

Must Have Skills:

MS Active Directory

Mobiles-Support

PC Hardware-Support

Peripherals-Support

Customer Service support

Windows

MS Office Apps

O365

ITIL

ServiceNow - ITSM