Service Desk Agent

The purpose of the Central Service desk is to provide a Single Point of Contact for all in-scope IT related issues or service requests for both Applications and Infrastructure
- Receive 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
- New user setup and onboarding
- Handle software and hardware requests
- Handle access requests and account management
- Resolve hardware, software, and networking issues
- 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 lifecycle.
- Develop and maintain Service Desk Operational Procedures and Processes
- Monitor the Service Desk tool for open and pending tickets raised by customer end-user
- Capture initial data and Incident Identification
- Analysis & Classification of Incident reported
- Identify existing issue or known errors and resolve at first contact if possible
- Assign / allocate to respective resolver groups
- Attempt to resolve issue remotely if possible
- Investigate incident and identify options
- Select most appropriate course of action
- Resolve / fix issue
- Incident/SR Feedback
- Log tickets generated by alerts in the tools
- 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
- Route calls to the vendors in case of issues pertaining to vendors
- Route 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 which are going beyond the service levels
- Escalate issues pertaining to relevant IT vendors (as per the scope) non-performance or delays
- Escalate issues pertaining to user’s non-availability or non-cooperation
- 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
- Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times
- 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
- With customer assistance, establish and maintain ticket prioritization guidelines and escalation flow
- Maintain Service Desk / SPOC operational processes and procedures provided by customer
- 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 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

**Salary**: ₹15,000.00 - ₹25,000.00 per month

Schedule:

- Flexible shift
- Rotational shift

Ability to commute/relocate:

- Thane, Thane, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Service Desk Agent: 1 year (preferred)