Helpdesk Executive

Description

To operate assigned system work, monitor system and network devices, perform daily system activities.
Ticket Management using Ticket/Remedy Portal, coordinate with concerned teams, contractors for resolution and status update, achieve Project Service Level Agreements.
Monitor and review the System Monitoring tools/dashboards and correct errors or inconsistencies.
To work with the vendors for daily system checking and implementation
Direct unresolved issues to the next level of support personnel
To generate and export data reports, spreadsheets, and documents as needed
To notify supervisor of system status, applications processing status and of any equipment requiring maintenance
To write and report the daily task to management team
To get trained by vendors to take over the relevant operation knowledge, and take over the key task from vendors
Identifies operational problems by observing and studying the functioning and performance of systems.
Provides operational management information by collecting, analyzing, and summarizing operating and engineering trends.
Anticipates operational problems by studying operating targets, modes of operation, and unit limitations.
Updates job knowledge by participating in educational opportunities, reading publications, and participating in professional organizations.
Record events and problems and their resolution in logs
Identify and suggest possible improvements on procedures
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Follow up with customers and users to ensure complete resolution of issues
Redirect problems to correct resource
Identify and escalate situations requiring urgent attention
Inform management of recurring problems
Help update training manuals for new and revised software and hardware
Train computer users as necessary

Qualifications

To qualify, you must have
1+ years of experiences in engineering/computer operation, Technical Support, Helpdesk and IT area.
A bachelor’s degree in engineering or a related field
Proven experience as a help desk technician or other customer support role