Service Desk Engineer
4 weeks ago
Hi we are looking for Service Desk Engineer in Bangalore Location.
Required : Male Candidates.
Qualification: Any Qualification.
Sr.NoActivities
1Provide a single point of contact for the agreed IT infrastructure management.
2Develop and maintain Service Desk Operational Procedures, Processes & Documentations.
3Monitor the Service Desk tool for open and pending tickets and publish reports as agreed.
4Receive incidents, service requests, queries, from Bharti AXA Life Insurance s end users or IT staff
5ough one of the agreed modes of communication
6Log tickets in the Service Desk tool on behalf of users making service requests over phone and /or email
7For all logged tickets, record / update the correct category, severity, problem description, and user information as per the predefined matrix
8Assign the incidents to appropriate technical group and categorize into appropriate severity or Priority group
9Route calls to the vendors in case of issues pertaining to vendors
10Follow up with the vendor or Bharti AXA Life Insurance s technical team for incident status and manage notifications and escalation
11Update incident status to users periodically and as per the communication standards
12Escalate issues / tickets which are going beyond the service levels
13Escalate issues pertaining to relevant IT vendors (as per the scope) non-performance or delays
14Escalate issues pertaining to users non-availability or non-cooperation
15Service Provider must maintain the escalation matrix and update periodically.
16End point support for Desktop / Laptop / Tablet / Mobiles Windows / Linux / MAC / Android /Active directory
17Regular End user communication on IT Best practices and user processes.
18End user device application / OS / System upgrade to be performed as per compliance policy and requirements
19Hardening for all the Asset make & models for OS images & applications.
20OS & Application Installation Manual and automation
211st Level hardware troubleshooting and hardware installation if part is available
22Desktop level compliance to be maintained along with evidence & Report (AV, DLP, OS Patching, SCCM, Bitlocker, Application version, etc.)
23SCCM Management for End points
24Backup for critical endpoints (VIP users)
25Support for POC, testing & New Implementation
26VC Support
27Maintain Asset Inventory location wise
28MDM administration & management
29Technical support to VIP users extended to their place other than office premises as well
30Branch location Tape drive hands and leg support and Tape management
31PowerBI IAM Support vendor management
32Ensure Proper training and handover of new resources
33Ensure andherence to defined process and escalation matrix
34Ensure quality deliverables specially the daily, monthly, weekly reports
35Ensure proper participation of SD leads in standup calls and meetings
36Ensure proper communication between SD and other support groups
37The Service Desks will run on a 24X7 basis and will cater to all Bharti AXA Life Insurance group end users calls
38The Service Desk will log all tickets coming from web, phone & email using service management tool proposed as a part of the tooling solution for ticket logging, assignment & tracking
39The Service Desk analyst upon receiving the call will classify the incident into applications or infrastructure category and will perform first level troubleshooting on the ticket following a Standard
40Operating Procedure (SOP) / Runbook based incident management process
41A tool based communication to be sent to end user intimating the ticket status.
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