Service Desk
2 weeks ago
Job Summary
**Experience**: 1-6 years
**Location**: Bangalore
Shift
- US shifts
**Notice period**: Immediate - 15 days
Position Overview
EXCELLENT COMMUNICATION IS MANDATORY
RRT Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions when an end user has been unsuccessful working under the direction of the Level 1 Customer Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support team for resolution or as per the KBA defined (for outside the scope of Deskside)
Resolve Incidents and Problems associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software.
Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required.
Route / reassign calls to other levels of support, as required if miss-assignment occurs Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems and Service Requests.
Update the ITSM Tool fields upon successful resolution of the Incident.
Utilize Providers remote tool to enable remote takeover sessions.
Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End Users system is accessible.
Request end-user approval for remote takeover of system in support of incident resolution or request fulfillment.
Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven.
About Company
The company is a top 10 global IT services provider, headquartered in Tokyo and operating in more than 50 countries.
For us, work is not only for technological innovation, it is about connecting people to create better solutions for everyday life.
Our roots cross continents and cultures, dating back five decades. Since the foundation of
The company have made sustainable business growth through our DNA to be people-oriented. Through our long-term perspective, we hope to make a big difference in this world by getting the small things right. This pedigree yields a characteristic unique to company, the opportunity for a global brand with the creative energy and enthusiasm of an entrepreneur.
About CIEL HR (Payroll Company)
Ciel HR marks the return of HR visionaries to the HR Services industry, powered by technology and analytics. The Founders of Ma Foi, the pioneer of the HR services sector in India, along with some of the finest brains in the HR Services Industry have envisioned and built the firm, CielHR, to deliver the full range of Recruiting services from Executive Search, Recruitment Process Outsourcing and Staffing Permanent as well as Temporary roles through its offices in India and the Middle East.
Recruiter Info
Purva Manohar Patel
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