Help Desk Executive

Job Description

Job Title: IT Helpdesk Executive Education: Any Graduate/Post Graduate Experience Required: 2-3yrs Skill Set : l Strong understanding of operating systems, software, and devices. l Troubleshooting all Conflict issues l Desktop Operating systems and Office applications. l Good in analyzing and understanding skills. l Co-Ordinate with Clients l Helping junior executive when they seek help. Duties & Responsibilities: l Respond to customer request and issue reported through mail / Service desk ticketing tool for Syteline Application, covering Incidents, Problems and Standard Change. l Troubleshooting / helping the users in crisis l Monitor the emails and teams, review the customer problem accurately and provide the proper resolution by following the standard guidelines process. l Doing follow up of tickets as per the process set in the project, coordinating / follow up with the internal team for the issue closure. l Interact with Users / Clients on Teams immediately and provide the clarification to user for asked issue. l Preparing SOP documents for the issue reported, so it will help for the Freshers and for self-help. l Engaged with client for weekly meeting, CAB meeting, and other meeting to discuss about the complicated issue.. Proactive monitoring of the production environment to identify alerts as per Infor best practice monitoring, raise service desk incidents for these and resolve the root causes.