Engineer, IT Helpdesk, India

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• Ticket Operation - 30%

Monitor the ticket system, respond user support requests in a timely, standardized, and customer service-oriented manner. Operate, maintain and improve RSP’s system and equipment. Escalate situations requiring urgent attention or additional assistance to ensure effective IT infrastructure to meet the business needs.

• Areas Operation and Improvement - 30%

Maintain, operate, optimize IT areas of responsibilities (e.g., Software deployment, Reporting, Purchasing, etc.) to improve Helpdesk services and systems.

• Project Participation and Management - 25%

Lead or provide assistance in researching, evaluating, and executing IT projects to improve the helpdesk’s service and systems.

• Others - 15%

Provide technical experience to Helpdesk Assistants to resolve and escalated issues. Document issue resolution and recommend changes to procedures to reflect current state.

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