IT Helpdesk Support Officer
HUTA HEGERFIELD
Total years of experience :11 years, 5 Months
Supporting the end users, by resolving all the technical issues
Collecting calls & it’s details through internal I.T. Helpdesk portal
Assigning helpdesk tickets to the I.T. Technicians by priority wise.
Coordinating all site teams for I.T. issues & it’s solution
Maintaining softwares, equipments and accessories
Approving PRs of I.T. spares/materials from users, when it is essential
Creating new user IDs for domain & internet access
Providing user permissions, to access the network share folders
Monitoring firewall log viewer of Internet usages & data transfer rates
Maintaining (daily backup for) all the servers & it’s data storages
Maintaining security policies to control systems from getting affected by threats
Keep recording the complete details of I.T. Assets & it’s status, to be up to dated
Doing I.T. clearance (of taking back the I.T. Materials) from users who is resigning
Reporting monthly documentation of I.T. Team activities to the management.
Coordinating all the national LOCs & Internal HO teams for customer calls
Collecting customer call details from the Wipro portal where the calls were logged by customer for their repair machines
Doing RCA for high level escalations for all the products from the field
Verifying machine types (server/desktop/laptop/thinclient/storage/others) for their validity check up
Investigating LOC engineers to check the eligibility level of machines for immediate support (or) to keep it as normal one
Observing exact issue on the particular case & giving instant solution
Finding the possibilities to close the calls, without getting escalated
Tracking the spares / materials from stores & providing to LOCs, which is required by repair engineers
Making PRs against to non-available spares in stock
Picking up the calls to HO, when the calls couldn’t be closed by national LOCs
Providing standby machine to customers until the machine got repaired
Resolving the issues by repairing, replacing (or) giving alternates
Escalating to head of LOCs, regarding the issues of urgent cases done by local engineers on customer calls
Updating each & every calls on daily basis & doing follow-ups for all previous calls
Sharing technical ideas & suggestions to all LOCs & Internal teams
Coordinating internal QC teams for Synergy time sheet submission & Indian reimbursement claims
Guiding internal teams for some QC activities(SCSI HDDs, ECC-MEMs, Processors)
Publishing reports for customer calls with perfect details (Logged, Pending, & Resolved) by LOC wise
Receiving the approved author’s draft pages from our Team leader
Doing level-1 of complete quality checkup as line by line
Sending L1 copies to the composers for the corrections
Cross checking by L2, L3 respectively with edited draft pages from the composers
Assigning the job to the team of upcoming shift by labeled job sheets with details
Analyzing with final QC and sending for print and publish
Getting author’s feedback from TL
Attending the team discussion of escalated issues by authors, on every Monday
Welcoming the passengers with due respect
Listening their issues and requirements carefully
Collecting their details properly
Providing the availability of flights and current offers with details
Booking & purchasing the tickets as per their convenience
Explaining them the general and recent formalities to be followed in airports
Assisting people for passport queries
EXTRA CURRICULAR ACTIVITIES Member of ADA (Anti Dowry Association) as a “Project Organizer”