Helpdesk Engineer - Fresher

About the job:

Key Responsibilities:

1. Provide a single point of contact for the agreed IT infrastructure management services
2. Monitor the helpdesk tool for open and pending tickets raised by the customer's end-user.
3. Receive incidents, service requests, queries, and change requests from customers' end users or IT staff through one of the agreed modes of communication
4. Log tickets in the helpdesk tool on behalf of users making service requests over phone and /or email, and first-level troubleshooting.
5. Log tickets generated by alerts in the tools.
6. For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix
7. Assign the incidents to the appropriate technical group and categorize them into the appropriate severity or priority group
8. Provide first-level support for the issues using the available knowledge base and standard operating procedures wherever possible (Updates of Pending Calls, Process for any request, Transferring calls to respective teams for information)
9. Route calls to the appropriate support team, such as the user management group or the mail management group.
10. Route calls to the vendors in case of issues with vendors
11. Follow up with Backend, Apps, Client Support, Vendor, or Customer's technical team for incident status and manage notifications and escalation
12. Update incident status to users periodically and as per the communication standards
13. Escalating the Issues to the team leads, Ops Manager, and Crisil Manager, if not getting any support from the teams.
14. Manage the temporary deployment of IT assets for meetings, WFH, or otherwise, and ensure the same are returned to the IT Team
15. Taking the Feedback from users for Helpdesk Support
16. Publishing Critical Incident Notification/Planned Activity Notification to User and Management

Who can apply:

Only those candidates can apply who:

Salary:

₹ 3,00,000 - 5,00,000 /year

Experience:

No experience required

Deadline:

2026-07-29 23:59:59

Other perks:

Informal dress code, 5 days a week, Free snacks & beverages, Cab/Transportation facility, Health Insurance, Life Insurance

Skills required:

Technical Analysis, Technical Support, English Proficiency (Spoken), Effective Communication and ServiceNow

About Company:

ASCloud Secure is one of the best software development corporations that offers top-rated software development assistance in terms of boundless experience, key business insights, and a dedicated team of skilled professionals with a systematic working process. We have been helping companies and established brands re-imagine their business through robust and flexible digitalization today and unlock the possibilities of tomorrow, for more than 10 years and millions of users around the globe. We collectively bring in-depth application expertise and the latest IT improvements development to provide safe and secure software solutions for any OS, browser, and device to deliver and produce custom solutions that perfectly match the needs and behavior of our customers.