Engineer, IT Helpdesk, India

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YOUR PASSION FOR EXCELLENCE STARTS HERE!!

1. Ticket Operation - 30%
Monitor the ticket system, respond user support requests in a timely, standardized, and customer service-oriented manner. Operate, maintain and improve RSP’s system and equipment. Escalate situations requiring urgent attention or additional assistance to ensure effective IT infrastructure to meet the business needs.

2. Areas Operation and Improvement - 30%
Maintain, operate, optimize IT areas of responsibilities (e.g., Software deployment, Reporting, Purchasing, etc.) to improve Helpdesk services and systems.

3. Project Participation and Management - 25%
Lead or provide assistance in researching, evaluating, and executing IT projects to improve the helpdesk’s service and systems.

4. Others - 15%
Provide technical experience to Helpdesk Assistants to resolve and escalated issues. Document issue resolution and recommend changes to procedures to reflect current state.

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