Technical Helpdesk/Service Desk
Job in
Oregon, Dane County, Wisconsin, 53575, USA
Listed on 2026-01-12
Listing for:
Yashashwin
Full Time
position Listed on 2026-01-12
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Technical Helpdesk - (Roles & Responsibilities)
Experience Level : 6 months - 1 year
Responsibilities- The Helpdesk Coordinator will act as the single point of contact to the customer/users for all IT related requirements
- Responsible for attending all incidents, service requests landing at the Service Desk via the E-Helpline Tool, Mail & Telephone.
- Responsible for understanding the various categories of calls for e.g. issues on Desktop's, Laptop's and Domains.
- The responsibilities of the Helpdesk Coordinator will be to Log all the calls, assign it to engineers, track it till closure, and update the user
- Responsible for allocating proper call categories for the incidents and Service Requests
- Adherence to response time is the key responsibility of SD
- Responsible for proper knowledge of Prioritization Matrix so as to classify the incidents and service requests as per the Severity
- Responsible to track engineers availability to assign incidents without violation of the SLA.
- Responsible to monitor the Incident status to respond, resolution as per SLA
- Responsible to ensure proper activity details are updated in tool by all engineers
- Responsible to inform Site Incharge, Program Manager in case Incident is violated or going to violate the SLA
- Responsible to update Escalation Matrix & E-Helpline tool for any changes immediately.
- Responsible to generate Pending Incident report before defined service desk closure time.
- Responsible to meet Site Incharge & schedule to discuss pending incident report once in a week.
- Responsible to prepare the MOM and coordinate to close the actions by respective team member
- Logging calls with the vendors and ensuring that the calls are resolved within the SLA signed with the vendor.
- Call Escalation as per defined escalation matrix
- Update customer on engineer’s expected arrival time.
- Update customer on any delays to resolution of an Incident
Graduate with 1 year of DIploma in Hardware & Networking
OR
Polytechnic Diploma of 3 years in CS/IT
Experience1 year to 2 years as a Trainee Engineer OR min 6 months as a Desktop Support Engineer .
Certifications (Not mandatory)Certifications will be an added advantage for a desktop support engineer. Some certifications to consider include the following:
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