IT Service Desk Coordinator

3 days ago

Kolkata, India eagle information systems pvt ltd Full time

**Job description**
- Knowledge of ITIL framework
- End-to-end incident and service request ownership, Incident management, problem co-ordination, vendor coordination with agreed SLAs.
- Service Ownership SPOC for all tickets (EUC & Infra)
- Call logging, Call Assignment, Incident Management & Coordination, Call Tracking, and followup till closure within agreed SLA.
- Call Monitoring and escalation.
- Remote Resolution of End Users and End Point Compliance Related Issues wherever possible
- Resolving basic Calls/requests of information on the Phone at First Pickup
- SLA compliance and MIS Reporting
- Taking user's signoff before closing any ticket.
- Implementing best practices to reduce time and increase efficiency.
- Level 1 Single Point of Contact via telephone in English/Hindi. The primary mode of communication would be English.
- Problem Management - analyse incident histories identify and make recommendations for eliminating root cause issues
- Incident ownership, monitoring, tracking, and communication with all parties
- Escalate tickets according to agreed SLOs/SLA.
- Maintain updates of tickets in the tool and ensure data accuracy etc. if incorrectly defined by the users
- Should have good communication skills in written & spoken English.

**Salary**: ₹250,000.00 - ₹350,000.00 per year

Schedule:

- Day shift

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