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Help Desk

4 weeks ago

Pune, Maharashtra, India CMS Computers Full time
Job Description

Job Responsibilities :

- The help desk service will serve for all ICT related incidents and service requests.
- The service will provide a Single Point of Contact (SPOC) and also resolution of all the incidents with root cause analysis that may arise during the Operations phase.
- The team should have adequate knowledge to resolve basic problems on their own.
- If a person or team is not able to resolve the problem within stipulated time frame then needs to escalate accordingly to the concerned user/administrator.
- This helpdesk system should align with ITIL based incident and problem management applications.

The Help Desk shall undertake the following activities:

- Log issues / complaints related to ICT infrastructure at the Data Centre under the scope of work and issue an ID number against the issue / complaint in the CA service-desk.
- Assign severity level to each issue / complaint so as to maintain categorization and differentiate the criticality of the incident via the priority levels, severity levels and impact levels.
- Track each issue / complaint to resolution.
- Provide feedback to the callers.
- Analyze the issue / complaint statistics.
- Escalate the problems to the 3rd party Vendors / concerned Service in-charge if necessary as per defined escalation matrix.

Skills/Expertise:

- Knowledge of operating systems i.e. Windows (all server versions), Red HatLinux and Red Hat Advance Server etc.
- Knowledge of clustering technology (Linux & Windows),
- basic knowledge of backup operations.
- Knowledge of Networking protocols such as FTP, HTTP, HTTPS, SSH, DNS etc.
- Work experience on CA Service-desk.
- Should have good communication skills.
- Handling L1 / L2 level escalations on windows and linux servers.
- L2 desktop engineer.
- L1 Server troubleshooting.
- Experience on ticketing tool.
- Group policy, hardware, networking, firewall, trunk and access port.