Job Detail

Job Description

Hi ,

We have an excellent opening for IT Service desk role for Male and Female.

Roles and Responsibilities

Provide a single point of contact for the agreed IT infrastructure management services Develop and maintain Service Desk Operational Procedures and Processes

• Monitor the Service Desk tool for open and pending tickets raised by end users

• Receive incidents, service requests, queries, from end users through one of the agreed modes of communication

• Log tickets in the Service Desk tool on behalf of users making service requests over phone and /or email

• For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix

• Provide call resolution as per the SOPs, workarounds and error database and knowledge management system wherever possible

• Route calls to the vendors in case of issues pertaining to vendors

• Incident Status and Notification

• Update incident status to users periodically and as per the communication standards

• Escalate issues / tickets which are going beyond the service levels

• Escalate issues pertaining to relevant IT vendors (as per the scope) non-performance or delaysn

• Maintain up-to-date information on the contracts, vendor contacts, management contacts, SLA matrix, severity and categorization matrix

• Notify the CUS lead in case of system or equipment failures, or of an emergency, according to the Service Desk Procedures Manual or Standard incident Management process

• Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times

• Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation matrix

• Maintain ticket prioritization guidelines and escalation flow

• Maintain Help Desk / SPOC operational processes and procedures

• Generate various MIS reports as per requirements from time to time available directly from the Service Desk tool.

Desired Candidate Profile

Bachelors Degree/Diploma from Govt. approved university

1-4 yrs relevant experience

Skills Required