Service Desk
3 weeks ago
**Roles and Responsibilities**:
- A Single Point of Contact for all IT related issues or service requests for both Applications and Infrastructure
- Must have basic knowledge about ITIL process
- Track, monitor, receive and investigate incidents, service requests, queries, from Customer end users or IT staff through the agreed modes of communication (Ticketing tool, Phone, E-mail, and Chat)
- Provide VIP Support over call to resolve hardware, software, and networking issues
- Handle software and hardware requests, access requests and account management
- Advise and train users on how to utilize IT resources to be more effective at their jobs
- Collaborate with other IT and business groups to resolve issues
- Track, monitor, escalate and report on the complete incident life cycle.
- Identify existing issue or known errors and resolve at first contact if possible
- Log tickets generated by alerts in the tools and for all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix
- Assign the incidents to appropriate technical group and categorize into appropriate severity or priority group
- Provide call resolution as per defined SOP’s, workarounds and error database and knowledge management system wherever possible
- Route calls to the appropriate support team /resolver groups, the vendors in case of issues pertaining to vendors and service requests to the appropriate teams
- Follow up with IT PARTNER or customer’s technical team for incident status and manage notifications and escalation
- Update incident status to users periodically and as per the communication standards
- Escalate issues / tickets for non-performance or delays
- Bring use of remote support tools for remote desktop management
- Maintain up-to-date information on the customer contacts, vendor contacts, management contacts, SLA matrix, severity and categorization matrix
- Provide information customer on call trends and make recommendations pertaining to improving utilization where appropriate
- Notify the customer SPOCs in case of system or equipment failures, or of an emergency, according to the Service Desk Procedures Manual or Standard customer Incident Management process
- Interface with and coordinate problem determination and resolution with the customer SPOC and/or Third-Party service providers
- Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation matrix
- Generate various MIS reports as per customer-specified requirements from time to time available directly from the Service Desk tool.
- User -id creation /deletion
- Problem analysis, action steps, and resolution are to be documented in the ticketing tool
- Send out and collate End User Satisfaction survey for the call closed using the tool supplied by customer
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