Helpdesk Engineer || Jogeshwari (Mumbai)

JD as follows

• Creating tickets, monitoring mails, keeping follow up for every ticket till the closure.
• Escalating and routing the tickets to the next level team with the proper support metrics.
• Ensure that all Calls/ Emails/ Tickets are resolved/ completed within SLA.
• Monitored and executed all end user calls related to IT Services.
• All mails to be read thoroughly and replied to all the concerned in case of escalation.
• Generating the tickets and aligning the Engineer of Concerned Team to solve the issue encountered.
• Coordinating with engineer, as well as with user for the update of the call.
  Closing the ticket ID with the proper resolution method followed by engineer to troubleshoot the issue.
• Taking the user acknowledgement before closing the ticket ID.
• Check and generate the Daily call report, Monthly call report
• Interacting and escalate issue with senior and follow end to end resolution.
• All mails to be read thoroughly & replied to all the concerned in case of escalation.
• Coordinate and manage relationships with vendors that provide hardware, network and other support.
• Maintaining hardware and software Inventory and follow all IT documentation process
• Knowledge and work close with service desk & ticketing software tools like remedy, footprint.