Job Description
- Job Title: IT helpdesk L1
- Location: Film City Noida
- Support timing: 9hrs, 6days
- Qualifications: Any Bachelor Degree
- Years of Experience: Min 3years
- Qualifications: Any Bachelor Degree
- Number of Position: 6 (SIX)
- Remuneration: 3 to 3.3lpa (negotiable)
- Duration: Full time-Onsite
- Shift Time: 24*7 Weekly Rotational
Requirements
- 2–5 years of experience in IT helpdesk coordination, service desk, or IT operations roles.
- Familiarity with ticketing and ITSM tools like ServiceNow, ManageEngine, Freshservice, BMC Remedy.
- Understanding of ITIL processes: incident, problem, request, and change management.
- Basic knowledge of IT infrastructure components – network devices, servers, desktop hardware, software, VPN, and endpoints.
- Strong organizational, coordination, and communication skills.
- Ability to prioritize tasks and manage time effectively under pressure.
Responsibilities
1. Ticket & Incident Management
- Monitor and manage IT tickets through ITSM tools (e.g., ServiceNow, ManageEngine, Freshservice, Remedy).
- Assign and escalate tickets to appropriate L1/L2/L3 support teams based on issue type and severity.
- Ensure SLAs are met for incident response, resolution, and service requests.
- Follow up on open tickets and ensure timely closure with quality resolution.
- Log major incidents and coordinate with relevant stakeholders until resolution.
2. Coordination & Communication
- Act as liaison between end-users and technical teams.
- Coordinate with IT infrastructure teams (EUS, network, data centre, desktop, applications) to facilitate issue resolution.
- Communicate incident updates to users and management during outages or disruptions.
- Maintain shift handover logs, status reports, and team communications.
3. Reporting & Documentation
- Prepare daily, weekly, and monthly reports on ticket volume, SLA compliance, and incident trends.
4. Tools & System Administration (Basic)
- Administer basic functions of the ITSM/ticketing platform (e.g., queue creation, user management).
- Support user onboarding/offboarding coordination (access provisioning, asset handover tracking).
- Coordinate vendor and third-party support for infrastructure or hardware issues.
