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IT Helpdesk Engineer

IT Helpdesk Engineer

UST

2 - 6 years

0 Lacs

kochi kerala

Posted:1 day ago| Platform: Shine logo

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Skills Required

service desk customer interaction technical skill

Work Mode

On-site

Job Type

Full Time

Job Description

As an IT Helpdesk Engineer at our company, you will play a crucial role in providing first-line technical support to UST associates through various channels such as phone, email, chat, and web console. Your responsibilities will include ensuring timely resolution of issues while maintaining high customer satisfaction levels. You will be part of a global team that supports IT systems and services, working in rotational shifts including weekends as per the published roster. To excel in this role, you must possess strong troubleshooting skills, excellent communication abilities, and a customer-focused mindset. You will be required to deliver exceptional customer service, adhere to service-level agreements, and manage support tickets efficiently to meet response and resolution targets. Proficiency in Microsoft Office Suite and a continuous pursuit of relevant education are essential for success in this position. Key Responsibilities: - Provide technical support to end users via telephone, email, chat, and web console. - Deliver outstanding customer service in alignment with service-level agreements. - Log, track, and manage support tickets to meet response and resolution times. - Work in rotational shifts, including weekends as per the published roster. - Take ownership of customer issues, ensuring end-to-end resolution and escalation when necessary. - Meet or exceed performance metrics related to responsiveness and resolution. - Demonstrate proficiency in Microsoft Office Suite. - Stay updated with current technologies and pursue continuing education relevant to the role. Skills & Attributes: - Strong knowledge of Internet technologies, application protocols, and connectivity troubleshooting. - Excellent customer service and communication skills. - Hands-on experience with Windows operating systems; knowledge of UNIX/Linux systems is a plus. - Familiarity with ticketing systems like ServiceNow. - Ability to prioritize tasks, handle workloads efficiently, and work well under pressure. - Flexible, self-motivated, detail-oriented with strong organizational skills. - Proactive attitude, initiative-driven, capable of working independently. - Strong sense of ownership and responsibility for assigned tasks. - Clear, methodical, and precise approach to issue resolution and documentation. Candidate Profile: We are looking for an individual who is friendly, professional, and dependable, willing to learn and grow within the role, committed to delivering exceptional support service, and able to thrive in a fast-paced, team-oriented environment. If you possess the aforementioned skills and attributes, we encourage you to apply for the position of IT Helpdesk Engineer and be a valuable part of our support team.,

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IT Helpdesk Engineer