Help Desk Support Engineer Data Centre Operations & Maintenance

Mcritical Infrastructure Consulting; Bengaluru; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

Mcritical Infrastructure Consulting is seeking a Help Desk Support professional for the Data Centre Operations & Maintenance project in Bengaluru. You will log, track and resolve incidents, coordinate with technical teams and maintain thorough service records to meet defined SLAs. 247 rotational shifts at Hebbal form part of the role.

The ideal candidate has a Diploma in Electrical Engineering or BCA/MCA and 2+ years in help desk or related fields with solid ticketing and reporting skills.

Qualifications

• Diploma in Electrical Engineering or BCA/MCA is preferred.
• 2+ years of experience in Help Desk Support or related field is desirable.
• Experience with ticket management, incident tracking and service request handling is required.
• Knowledge of ServiceNow or similar ticketing tools is advantageous.
• Understanding SLA monitoring, escalation procedures and reporting is important.

Responsabilités

• Handle help desk operations for the Data Centre O&M project.
• Log, track, update and follow up on service requests, incidents and complaints.
• Monitor tickets and ensure timely resolution per SLAs.
• Use ServiceNow or similar systems for incident tracking, escalation and reporting.
• Coordinate with electrical, HVAC, IT and other teams for timely resolution.
• Escalate unresolved incidents to the appropriate team or supervisor.
• Maintain incident logs, service records and daily reports.
• Communicate professionally with internal teams and client representatives.
• Follow site procedures and reporting requirements.
• Be available for 247 rotational shift duties at Hebbal, Bengaluru.

Connaissances

Ticket management

Incident tracking

SLA monitoring

Coordination

Communication

Problem-solving

Maintaining service records

Formation

Diploma in Electrical Engineering

BCA

MCA

Outils

ServiceNow

MS Office

Description du poste

Role & responsibilities

• Handle help desk operations for the Data Centre Operations & Maintenance (O&M) project.
• Log, track, update and follow up on service requests, incidents and complaints.
• Monitor tickets and ensure timely resolution as per defined Service Level Agreements (SLAs).
• Use ServiceNow or similar ticketing systems for incident tracking, escalation and reporting.
• Coordinate with electrical, HVAC, IT and other technical teams for timely incident resolution.
• Escalate unresolved incidents to the concerned technical team or supervisor.
• Maintain incident logs, service records, daily reports and documentation.
• Communicate professionally with internal teams and client representatives.
• Follow site procedures, operational protocols and reporting requirements.
• Be available for 247 rotational shift duties at Hebbal, Bengaluru.

Preferred candidate profile

• Diploma in Electrical Engineering or BCA/MCA.
• More than 2 years of experience in Help Desk Support or a related field.
• Experience in ticket management, incident tracking and service request handling.
• Knowledge of ServiceNow or similar ticketing tools.
• Understanding of SLA monitoring, escalation procedures and reporting.
• Good coordination, communication and problem-solving skills.
• Proficiency in MS Office and maintaining service records.
• Candidates with Data Centre or infrastructure support experience will be preferred.
• Willingness to work in 247 rotational shifts at Hebbal, Bengaluru.