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JOB POST: Project Engineer- Technical Helpdesk Lead at CDAC [2 Posts, Upto 4 Yrs Exp, Salary of Rs. 70k]: Apply by May 24

Gurjit Kaur

May 8, 2023
4 min read

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Applications are invited for Project Engineer- Technical Helpdesk Lead at CDAC for the year 2023. The last date for application is May 24.

Number of Posts

Eligibility

Age	Below 34 years as on last date of application
Educational Qualification	First Class (60 % or 6.75 CGPA) BE/B. Tech with any SpecializationORFirst Class (60 % or 6.75 CGPA) – MCAORFirst Class (60 % or 6.75 CGPA) Post Graduate degree in Science / Computer Application
Post Qualification relevant Experience	Minimum 3- 4 years of relevant experience

Required Skills

Experience in Designing, implementation, and maintenance of Service Desk tool with ITSM processes
Hands-on – ITSM processes and Service desk tool management
Full accountability for managing day-to-day Helpdesk activities
Excellency in planning Major activities or changes in Infra to accomplish a minimal Business impact.
Possessing Excellent troubleshooting, analysing and problem-solving skills
Process & delivery excellence, Ensure process &compliance with client requirements
Skill set in implementing policies and procedures as per ITIL and ITSM standards.
Knowledge and experience in Service Management concepts, including Incident, Change and problem management
EMS tools: Knowledge NMS, EMS tools, the configuration of devices and parameters in tool and monitoring, Helpdesk ticketing tool
Part in the company program related to Service Level Agreement (SLA),
An effective communicator with strong analytical, negotiation & team management skills

Additional Skillsets

Excellent troubleshooting and communication skills
Should have an understanding and experience of industry best practices on configuration.
Excellent business communication skills
Good documentation and presentation skills

Job Profile

Collaborate with internal teams for complaints resolution
Improve existing infrastructure
Documentation throughout the design, planning, implementation, monitoring, change control and maintenance
Serve as an L2 expert for the Service desk and provide technical support
Providing support to colleague’s support team
Drafting operating procedures.
Training to colleague staff.
Adhering to all IT network compliance, procedure, internal and external audits, formulated DR/BCP procedures and practices
Project management along with client Project Team (Internal & client) for smooth implementation of new business setup or ramp-up of existing businesses
Service desk / Helpdesk SPOC for Client/Customer requirements like all type of communication, client meetings and resolution of escalations.
RCA review and weekly/monthly reports review and submitting to Management, and guiding team for their skill improvements
Accepting and logging user calls related to the IT Infrastructure, applications and network connectivity.
Categorizing and prioritizing calls.
Communicating call information to the responsible internal or external contact support.
Tracking calls to ensure timely response (in accordance with agreed service levels).
Regularly updating the status of the calls
Escalating the calls in the event of a delay in call resolution
Coordinating end user communications, both inbound and outbound, in the form of telephone calls, electronic transmissions, paper forms, broadcast notifications etc.
Closing the call post resolution.
Generating call reports as per the pre-defined frequency.
To provide a vital day-to-day contact point between users, IT services and third-party support organizations.
To provide a single point of contact for users for problems and issues related to IT infrastructure applications and network connectivity.
To facilitate the restoration of normal operational services with minimal business impact on the customer within agreed service levels.
Receive, update, and assign service calls on Service Desk Tool used for call tracking ensuring the call is logged properly regarding procedures and verify contract coverage to achieve SLA.
Assign the ticket to the respective support engineer based on the Call type.
Send an acknowledgement email to the user as per the template.
Seek assistance from the Helpdesk Manager if and where required.
Create periodic reports regarding ticket receipt/creation and assignment.
Ensure complete handover at shift change.
Any other work assigned with due authorization of the Operation Manager.
Follow up with resolver teams on assigned tickets for updates/closure.
Ensure appropriate quality of updates on tickets.
Ensure tickets logged are quickly assigned and do not remain unassigned.
Send update emails to users where Turnaround Time (TAT) is about to be breached.
Be responsible to drive the closure of assigned tickets.
Seek assistance of the Helpdesk Manager if and where required.
Create periodic reports regarding ticket assignments, updates, and closures.
Prepare rosters for Helpdesk Manager (HDM)/ Helpdesk Executive (HDE) and obtain approval of the Operations Manager.
Ensure adherence to the process by HDE and resolvers in all cases.
Monitor staffing/performance/productivity of HDEs.
Review ticket volumes/status and complete control on Turnaround Time (TAT) / Service Level Agreements (SLA).
Attend issues escalated by HDEs and provide guidance to them.
Attend issues escalated by Service Desk Executives (SDEs) and resolve conflicts.
Escalate unresolved problems to Operation Manager / Subject Matter Experts (SME).
Ensure that all Service Level targets are met.
Ensure handover of HDEs is properly done.
Review shift operations and evolve improvement plans for submission to Service Desk Lead (SDL).
Supervise ticket operations / activities and pre-emptively intervene to avoid escalation.
Supervise Service Desk shift operations.
Review and publish periodic reports/dashboards relevant to Service Desk operations.