Helpdesk Administrator

You have 2-3 years of experience and are located in Faridabad. Your role involves acting as the initial point of contact for all IT support queries, whether received via phone, email, or the ticketing system. You will be responsible for logging, prioritizing, and assigning support tickets to the relevant technical staff. Monitoring ticket progress and ensuring timely resolution within SLAs is a key part of your responsibilities. In case of unresolved issues, you will escalate them to the appropriate levels for prompt action. Maintaining accurate records of all interactions and resolutions in the helpdesk system is crucial. Following up with end-users after ticket resolution to ensure their satisfaction is also part of your duties. In addition, you will be coordinating with vendors or external service providers for issue resolution when necessary. Providing administrative support for IT asset management, software licenses, and access rights is also expected from you. You will assist in maintaining and updating helpdesk documentation, FAQs, and knowledge bases. This is a full-time position with day shifts scheduled from Monday to Friday. The work location requires in-person presence.,