Technical Helpdesk Coordinator Level 1

Larsen & Toubro Infotech Ltd (LTI); Bari; On-site; EUR 24,000 - 36,000; Full time

Job summary

Larsen & Toubro Infotech Ltd (LTI) in Bari, Italy, is seeking an Engineer - Cloud & Infra Management Role, Technical Helpdesk Coordinator Level 1 to join on-site operations and reinforce end-user support.

You will be the first line contact for hardware and software issues, perform remote troubleshooting, document incidents in the ITSM tool, and escalate when needed while meeting SLAs.

Qualifications

• Minimum 3 years of helpdesk experience.
• Basic understanding of ITIL practices.
• Strong verbal and written communication and interpersonal skills.

Responsibilities

• First point of contact for end users via phone, chat, email or web.
• Provide first line technical support for hardware, OS, and apps.
• Perform remote troubleshooting with diagnostic questions.
• Identify issues, investigate causes, and propose fixes.
• Own end-to-end resolution and follow up per processes.
• Escalate complex issues to Remote Support or Field teams.
• Maintain call quality and meet SLA targets.
• Log incidents in the ITSM tool and track status.
• Advise users on appropriate actions and next steps.
• Maintain confidentiality and adhere to NDA guidelines.

Skills

Helpdesk

Remote troubleshooting

ITIL basics

Customer support

Incident management

Job description

Engineer - Cloud & Infra Management Role- Technical Helpdesk Coordinator Level 1 Location- LTM Client - Italy Bari, Apulia (5 days Onsite)

Key Role Responsibilities

• First point of contact for all end user reporting technical issues over the phone, Chat or email or web
• Responsible for providing the first line of technical support of hardware, Operating Systems subsystems andor applications for customers andor employees
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures
• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
• Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
• Maintains call quality and response times as per the agreed SLAs
• Strict adherence to meeting all the agreed SLAs and KPIs
• Log all incidents and requests in the ITSM tool
• Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Responds to common requests for service by providing information to enable fulfilment
• Promptly allocates unresolved calls as appropriate
• Maintains records informs users about the process and advises relevant persons of actions taken
• Adhere to the documented policies and procedures
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Engages other support teams or resources as when appropriate to resolve tickets
• Use appropriate CTI classification for incidents and requests
• Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
• Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
• Identify major incidents and invoke the major incident management process
• Identify new issues and contribute to Knowledge Base development
• Install modify and repair computer hardware and software

Required Candidate Profile

• Minimum 03 years of relevant experience working as Helpdesk Associate
• Should possess basic understanding of ITIL Practices
• Should have strong verbal written communication and interpersonal skills