Service Desk and Itil
3 weeks ago
**Job Summary**
- Experience:
2 - 4 Years
Location:
Bangalore
- Designation:
Service desk and ITIL (L1) - A.Con - Bangalore
Degree:
BE-Comp/IT, BE-Other, BTech-Comp/IT, BTech-Other, MCA
- Educational Level:
Graduate/Bachelors
Industrial Type:
IT-Software/Software Services
Functional Area:
IT Software - Other
Key Skills:
ServiceNow, Jira, Confluence
Job Post Date:
Monday, January 9, 2023
**Company Description**
- Our Client in India is one of the leading providers of risk, financial services and business advisory, internal audit, corporate governance, and tax and regulatory services. Our Client was established in India in September 1993, and has rapidly built a significant competitive presence in the country. The firm operates from its offices in Mumbai, Pune, Delhi, Kolkata, Chennai, Bangalore, Hyderabad, Kochi, Chandigarh and Ahmedabad, and offers its clients a full range of services, including financial and business advisory, tax and regulatory. Our client has their client base of over 2700 companies. Their global approach to service delivery helps provide value-added services to clients. The firm serves leading information technology companies and has a strong presence in the financial services sector in India while serving a number of market leaders in other industry segments.
- JOB DESCRIPTION & QUALIFICATIONS:
- Provide Level1 technical and basic procedural support to Spectrum client users for IDD, VRM, CPM, KLT and TCM using our service management system.
- Perform Initial Diagnosis on Incident leveraging Knowledge Base and designate tickets as FLR/FCR eligible/completed, if appropriate
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form.
- Escalate support issues to the appropriate Level 2 and Level 3 technical groups for ticket remediation
- Create and log Problem Records for all Incidents where a Root Cause Analysis and remediation is required by Problem Management
- Augment the knowledge base by associating tickets to appropriate articles and recording standard resolution steps in the form of readily available knowledge objects
- Interface with solution specific engineering & delivery teams on queries for outstanding support issues
- Work collaboratively with other agents to resolve support issues
- Basic ITIL knowledge
- Experience with Microsoft office
- Experience with Outlook
- Good understanding of ServiceNow Jira, Confluence
- Strong Communication (oral/written)
- Knowledge Base Creation
- Report Creation
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