Helpdesk Engineer

About the role

Job Description:- Shift coverage: Operate in rotating shifts to ensure 24/7 availability, including weekends and holidays First Call Resolution (FCR): Handle user queries and incidents via phone, email, or chat, aiming to resolve issues at first contact. Troubleshooting: Provide initial diagnosis for hardware, software, and network issues, escalating to higher support tiers when necessary. Escalation management: Route unresolved issues to Level 2/3 support teams while maintaining communication with users. Monitoring: Keep track of system alerts, performance dashboards, and critical services to proactively detect outages. Compliance and Reporting: Adhere to SLAs, ITIL processes, and generate performance reports for management. User communication: Update users on ticket status, expected resolution times, and provide clear instructions or workarounds. Skill requirements: Agents must balance technical troubleshooting with soft skills such as communication and empathy. Knowledge base usage: Refer to documented solutions and contribute new fixes to improve efficiency.

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Company Intel

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