pEngineer - Cloud Infra Management Role- Technical Helpdesk Coordinator Level 1 Location- LTM Client - Italy Bari, Apulia (5 days Onsite) /ph3Key Role Responsibilities /h3ulliFirst point of contact for all end user reporting technical issues over the phone, Chat or email or web /liliResponsible for providing the first line of technical support of hardware, Operating Systems subsystems andor applications for customers andor employees /liliPerforming remote troubleshooting through diagnostic techniques and pertinent questions /liliApplies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures /liliTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements /liliEscalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups /liliMaintains call quality and response times as per the agreed SLAs /liliStrict adherence to meeting all the agreed SLAs and KPIs /liliLog all incidents and requests in the ITSM tool /liliMaintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions /liliAdvise users on appropriate course of action /liliMonitor issues from start to resolution /liliResponds to common requests for service by providing information to enable fulfilment /liliPromptly allocates unresolved calls as appropriate /liliMaintains records informs users about the process and advises relevant persons of actions taken /liliAdhere to the documented policies and procedures /liliPass on any feedback or suggestions by customers to the appropriate internal team /liliEngages other support teams or resources as when appropriate to resolve tickets /liliUse appropriate CTI classification for incidents and requests /liliCreate a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates /liliMaintain confidentiality with regards to client customer information adhere to the NDA guidelines /liliIdentify major incidents and invoke the major incident management process /liliIdentify new issues and contribute to Knowledge Base development /liliInstall modify and repair computer hardware and software /li /ulh3Required Candidate Profile /h3ulliMinimum 03 years of relevant experience working as Helpdesk Associate /liliShould possess basic understanding of ITIL Practices /liliShould have strong verbal written communication and interpersonal skills /li /ul #J-18808-Ljbffr

📌 Technical Helpdesk Coordinator Level 1 (Bari)
🏢 Larsen & Toubro Infotech Ltd (LTI)
📍 Bari