Technical Helpdesk

As a Service Coordinator at Dixit Infotech Services Pvt. Ltd., your role involves coordinating and administering various tasks to ensure smooth operations. Your key responsibilities include: - Monitoring and assigning tickets to vendor engineers and Dixit engineers to maintain SLA compliance. - Managing and coordinating DC & Store RE Engineers. - Maintaining and sharing daily attendance with the Customer and Project Manager. - Following up on open tickets and ensuring closure within SLA in ServiceNow. - Arranging and participating in team meetings with the customer as required. - Preparing and sharing monthly reports with the customer. - Managing additional activities such as PAV, festival support, and sharing related reports. In terms of Technical L1 Support, your responsibilities will include: - Acting as the first point of contact for all IT support requests via phone, email, or ticketing system. - Troubleshooting and resolving basic issues related to desktops, laptops, printers, applications, and networks. - Handling user account management (password resets, access issues, email configuration). - Logging, tracking, and updating incidents in the ticketing system, ensuring timely resolution within SLA. - Escalating unresolved issues to L2/L3 support teams with proper documentation. - Assisting with software installations, updates, and patches. - Providing remote and onsite support as required. - Maintaining knowledge base and documentation for recurring issues. - Delivering high-quality customer service and ensuring user satisfaction. To qualify for this role, you need the following skills and qualifications: - Diploma/Graduate in IT/Computer Science or related field. - 2 years of experience in IT Helpdesk/Technical Support (freshers with strong knowledge can also be considered). - Basic understanding of Windows OS, MS Office, Outlook, and networking fundamentals. - Familiarity with ITSM/ticketing tools (ServiceNow, Remedy, Jira, or similar). - Good communication, coordination, and interpersonal skills. - Ability to work during Public Holidays & Festivals. If you are looking to work in a dynamic and customer-centric IT services company and have the required qualifications and skills, this role at Dixit Infotech Services Pvt. Ltd. in Mumbai, Maharashtra, India might be the perfect fit for you.,