Help Desk Executive

1. Helpdesk will serve as a single point of contact for all IT related incidents and service requests for the users from the CSB. Provide Single Point of Contact (SPOC) to all users of CSB End Users Call logging through email, voice, Self-service.

2. Helpdesk resource should have minimum 2 years of experience and have L1 level ticket understanding.

3. Helpdesk will receive and record all the incidents from users, assign category and priority for the call and issue a ticket no. to user for the incident in the call logging tool.

4. Helpdesk will assign call to field support for resolution or vendor/s or Application team based on issue type and diagnosis

5. Upon resolution of the issue, ticket is closed after user confirmation

6. Helpdesk will update user about the call status.