Desktop Engineer L1

Roles & Responsibilities:

Roles & Responsibilities
Helpline ticket needs to be raised for every case addressed, no misses on this.
Every individual needs to follow the clean bin policy, all tickets in the bib should be either closed or transferred to the next shift engineer with proper comments.
Pending call tracker will be shared on your individual mail id’s, which needs to be acknowledged.
All tickets closed needs to be shared with the shift manager by shift end, on daily basis, without fail.
Minimum 50% of the calls handled should be audited for all compliance application that will help you in meeting the monthly desktop audit target.
Desktop audit should be shared with the HDM’s on or before 25th of every month.
CSAT sample count needs to be increased, need to send surveys on maximum calls to increase the CSAT count.
Monitoring helpline portal in the core responsibility of all shift engineers and not a single ticket should get violated, any violated ticket should be transferred back to the violator, can reach out to shift manager for any assistance required but at no point of time you will be closing any violated ticket in your bin.
Any training need, should be highlighted to HDM’s.
Any extra initiative/ suggestion for the betterment is always welcome.
Knowledge on configuration of Operating Systems Laptops / Desktops.
Knowledge on functional and technical support, troubleshooting and diagnosing hardware and software problems with laptops/Desktops.
Troubleshooting all types of Hardware, software & Network LAN related issues where in providing good support for internal clients of the Organization.
Installation and configuration of network Printers.
Proficient in troubleshooting network and maintaining network.
Performing Change management whenever rise a ticket
Preparing Daily Reports, fortnight and Monthly reports
Attend up-time calls and solve the issues at the earliest to meet the customer SLA
Handling the escalations from the costumers
Assembling, hardware up gradation troubleshooting.
Windows maintenance, dual booting, upgrade & update the windows.
Disk Management, partitions.
Printer installation and troubleshooting.
Troubleshooting of Skype, outlook issues pst, ost hardware laptops and desktop order spares replacement, O/S, hard disk data recovery, Data copy, software & drivers installation.
Basic Networking, Map drive, Data sharing. TCP/IP Configuration, Internet Maintenance.