Enterprise Helpdesk Technician (Gurugram)

Experience: 2+ Years to 7 Years
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.

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

Company Profile
Stratacent is an IT Consulting and Services firm, headquartered in Jersey City, NJ, with two global delivery centres in New York City area and New Delhi area plus offices in London, Canada and Pune, India.
We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their digital transformation journey and provides services/ solutions around Cloud Infrastructure, Data and Analytics, Automation, Application Development and ITSM.
We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS and GCP.
URL - http://stratacent.com

Employee Benefits:
• Group Medical Insurance
• Cab facility
• Meals/snacks
• Continuous Learning Program

Stratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factors