Service Desk- L2

7 days ago

Haryana, India HIRINGHOUSE TECHNOLOGIES PVT LTD Full time

**EXP: 3-5 YEARS**

**JOB RESPONSIBILITIES**:
1) End to end incident and service request ownership, Incident management, problem co‐ordination, vendor co‐ordination with agreed SLA’s.

2) Service Ownership - SPOC for all tickets (EUC & Infra)

3) Call logging, Call Assignment, Incident Management & Coordination, Call Tracking, and follow‐up till closure within agreed SLA.

4) Call Monitoring and escalation.

5) Remote Resolution of End Users and End Point Compliance Related Issues wherever possible

6) Resolving basic Calls / request of information on Phone at First Pickup

7) SLA compliance and MIS Reporting

8) Taking users sign‐off before closing any ticket.

9) Implementing best practices to reduce time and increase efficiency.

11) Level 1 Single Point of Contact via telephone in English/Hindi. Primary mode of communication would be English.

12) Problem Management - analyze incident histories identify and make recommendations for eliminating root cause issues.

13) Incident ownership, monitoring, tracking, and communication with all parties.

14) Escalate tickets according to agreed SLOs/SLA.

15) Maintain updates of tickets in the tool and ensure data accuracy etc. if incorrectly defined by the users.

16) Call back the user and confirm the problem resolution after the call closure.

17) Publish, Highlights trends, recurring problems, FAQs, frequent users, and training needs.

18) Continuous improvement in First Call Resolution (FCR) / Remote Resolution achievement ratio

19) Provide update on status of outstanding calls to end users.

20) JCB level E-Mail Management L1 Support for O365.

21) SOP Based Mailbox Creation/Group Creation.

22) Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail Traffic.

23) Escalation to JCB UK team for Deletion/ Modification/ Movement

24) Escalation to JCB UK team in case of issue in SOP based activities

**Technical Skills/Knowledge requirement**

1) Ticketing systems and remote support.

2) Advanced Troubleshooting.

3) Strong understanding of ITIL framework and best practices.

Additional Information

Required Qualification

Any Graduate ,

**Job Types**: Full-time, Permanent

Pay: ₹161,307.51 - ₹500,000.00 per year

Shift:

- Day shift

Application Question(s):
**Education**:

- Bachelor's (preferred)

**Experience**:

- Technical support: 3 years (preferred)
- total work: 3 years (preferred)
- Service desk support: 1 year (preferred)

Work Location: In person

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