Helpdesk Engineer - Dynacons Careers

Dynacons Systems & Solutions

Posted: 3 months ago
Openings: 10
Applicants: 0

Job Description

Manage the user support by log, update & close the user incident/tickets in the service desk. Responsible for the delivery of Service Desk function, policies, and procedures. Provide the solution to the problem through the service desk. Ensures that Service Desk Activity metrics are produced and delivered. Provides communication to end users concerning the status of Incidents, Service Requests and Changes. Coordination with internal network/server team for any escalation calls and resolution. Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups. Compiles data through Incident entry that will be used for management information and reporting. Maintains ownership of Incidents, ensuring status update and resolution according to SLAs. Resolve problem through primary phone support by providing solution to complaints. Vendor co-ordination &managment. Generate the various performances related reports. Any other related activity.

Responsibilities:

Provides communication to end users concerning the status of Incidents, Service Requests and Changes
Coordination with internal network/server team for any escalation calls and resolution
Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
Resolve problem through primary phone support by providing solution to complaints
Vendor co-ordination &managment
Generate the various performances related report

What we are looking for: