Incident Management and Resolution
- Ticket Closure Rate: Resolving a high percentage of IT support tickets within the established Service Level Agreement (SLA) timelines.
- First-Contact Resolution: Troubleshooting and fixing user issues during the first interaction to minimize downtime.
- Escalation Accuracy: Accurately escalating complex L1/L2/L3 issues to higher-tier teams with detailed diagnostic notes. [1, 2, 3, 4, 5]
2. Infrastructure and Asset Management
- System Uptime: Ensuring smooth network connectivity (LAN/WAN/VPN) and minimizing system outages.
- Hardware & Software Deployments: Efficiently configuring, installing, and updating workstations, laptops, and enterprise software.
- Asset Tracking: Maintaining accurate inventory and lifecycle management of all company IT assets. [1, 2, 3, 4]
3. Cybersecurity and Compliance
- Endpoint Security: Ensuring antivirus, firewalls, and data encryption are active and updated on all user devices.
- Access Control: Managing user accounts, password resets, and access permissions in line with company data security policies.
- Compliance Checks: Ensuring employees comply with digital security policies to prevent data breaches. [1, 2, 3]
HR
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4. User Satisfaction and Support Quality
- Customer Satisfaction (CSAT) Scores: Maintaining high user ratings through polite, timely, and clear communication.
- Knowledge Base Contributions: Creating and updating documentation, FAQs, and troubleshooting guides to help users resolve basic issues independently. [1, 2, 3, 4, 5]
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
