Incident & Request Co-ordinator

23 hours ago

Bengaluru, India NTT DATA Full time

**Req ID**:232949

We are currently seeking a Incident & Request Co-Ordinator to join our team in Bangalore, Karn\u0101taka (IN-KA), India (IN).

Primary Purpose

The primary purpose of the Incident & Request Co-Ordinator is to provide end to end ticket management for all in-scope services.

Lines of Reporting

The Incident & Request Co-Ordinator reports directly into the Incident & Request Manager.

MAIN DUTIES

The main duties include:

- A minimum of 2 years' experience in a similar role
- Fluent in English dialect and strong written English skills
- IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts
- Prioritising Incidents and Requests as per the agreed Service Level Agreements
- Ability to work autonomously and use initiative to handle difficult situations
- Ability to multi-task, working on multiple Incidents or Requests in unison
- Calling end-users as necessary
- Executing resolutions and fulfilment activities as per knowledgebase articles stored in Remedy
- Functionally escalating Incidents and Requests, to respective resolver teams
- Proactively requesting updates for Incidents and Requests which are assigned to resolver teams
- Seeking end user acceptance of Incident Resolution and Request Fulfilment activities
- Documenting details and steps taken to resolve an Incident or Request
- Proactively suggesting knowledgebase articles for consideration of publication
- Where a Call has been referred to a third party in accordance with agreed process, the co-ordinator will confirm that necessary information has been provided against the agreed knowledge article;
- allow users or resolver groups, authorised 3rd party and support groups to raise or follow up on contacts logged relating to the services
- Incidents will be progressed to higher levels of support in a timely manner so that no resolver group is unnecessarily delaying progress or resolution for an Incident
- escalate any complaints from users to the Team Lead and Service Management team per documented and agreed escalation process
- coordinate and liaise with associated resolver groups and third parties as required.

**About NTT DATA Services**

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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