Helpdesk Engineer

Key Responsibilities: 1. Serve as the single point of contact for IT infrastructure management services. 2. Monitor the helpdesk tool for open and pending tickets raised by end users. 3. Receive incidents, service requests, queries, and change requests through approved communication channels. 4. Log tickets raised via phone, email, or automated alerts in the helpdesk tool. 5. Perform first-level troubleshooting using the knowledge base and standard operating procedures. 6. Record accurate ticket details, including category, severity, problem description, and user information. 7. Assign and route tickets to the appropriate technical teams or vendors based on priority and issue type. 8. Follow up with backend, application, client support, vendor, and customer technical teams for incident resolution. 9. Provide periodic status updates to users and communicate incident progress as per defined standards. 10. Escalate unresolved issues to team leads, the operations manager, and the CRISIL manager when required. 11. Manage the temporary deployment and return of IT assets for meetings, work-from-home, and other business requirements. 12. Collect user feedback on helpdesk support services. 13. Publish critical incident notifications and planned activity notifications to users and management.