About the role
Key responsibilities – Lead and mange daily helpdesk operations, including ticket management, escalations and its timely resolution. Provide quality technical support at Andheri site. Provide advance technical support to VIP users and attend / resolve the issues reported by them on highest priority. Support and maintain uptime of Investment related applications, executing daily eod – bod and other checklist activities and resolve functional issues. Collaborate with vendors and Internal IT teams for quick issue resolution and system upgrades. Maintain documentation , Knowledge base, user profiles- reviews and take a part in internal – external audits and assist for the audit observation closer. Monitor the recurring issues for helpdesk as well as investment applications and try to minimise it or automate the required process. Mentor and guide junior helpdesk engineers and other helpdesk staff Knowledge of patching, Lan desk , AV etc and upgrades for end user devices as well of servers, applications – network infra Qualification Bachelor’s degree (if candidate is exceptional we can remove this) or diploma in computer engineering. Proven experience of 3 -5 years in helpdesk operations. Experience of server infra will be plus point Experience in network infra will be plus point Familiarity with investment application will be preferred but not mandatory for exceptional candidate who Certification if any will be an added advantage. Strong problem solving skills and ability to handle the high pressure escalaitons.