IT Help Desk Support Engineer (3-4 yrs)

Job Description :

There is a client alignment and Infrastructure is up and running for Helpdesk from Infosys Bangalore office.

- Employee to operate from Infosys Bangalore office as per shift requirement (24x7).

- 3 - 4 years' experience In customer service or a help desk environment; interest in IT field a plus.

- Handle Tier 1 help desk escalations through the company's internal ticketing system.

- Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications.

- Perform basic windows administration such as password resets and file and folder administration.

- Basic internet connection troubleshooting.

- Escalates more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.

- Follow up on outstanding requests and ensure timely resolution.

- Fully document all troubleshooting steps and create knowledgebase articles of resolutions.

- Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures.

- Follow the established standards for documenting tickets, configurations, and standard operating procedures.

- Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.

- Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.

- Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.

- Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments.