Specialist - Cloud & Infra Management
Larsen & Toubro Infotech Ltd (LTI)
Work from Office
Full Time
Min. 2 yearsJob Description
Specialist - Cloud & Infra Management
Job Summary
The Service Desk L1 Engineer serves as the first point of contact for ITrelated incidents and service requests The role is responsible for providing initial diagnosis troubleshooting ticket management and customer support while ensuring compliance with service levels and delivering a positive enduser experience
Key Responsibilities
Incident Management
Receive log categorize prioritize and assign incidents through the ITSM tool
Perform firstlevel troubleshooting and issue resolution
Resolve common hardware software application and accessrelated issues
Escalate unresolved incidents to L2L3 support teams
Track incidents through to closure and provide regular user updates
Service Request Management
Handle user service requests including
Password resets
Account unlocks
Distribution list requests
Software installation requests
Access provisioning
Printer and peripheral support
Ensure requests are fulfilled within defined SLAs
End User Support
Provide support via phone email chat and selfservice channels
Assist users with
Windows operating systems
Microsoft Office 365
Outlook
Teams
VPN connectivity
CitrixVDI access
Basic network issues
Knowledge Management
Utilize Knowledge Base articles for issue resolution
Document new solutions and contribute to the knowledge repository
Follow standard operating procedures and work instructions
Operational Excellence
Adhere to Incident Request Problem and Change Management processes
Participate in shift handovers and operational reviews
Maintain accurate ticket documentation and closure notes
Support continuous service improvement initiatives
Job role
Job requirements
About company
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