service desk

7 days ago


Delhi, Delhi, India MM Staffing & Career Consultants Full time ₹ 2,00,000 - ₹ 6,00,000 per year


Job Description:

Please find the details below

Position : Service Desk

Location : Mahape, Navi Mumbai

Experience requirement : 2+

Joining Date : Immediate to 30 days 

Job Description

  • Coordinates the processing of incoming requests to the Service Desk via all methods to ensure courteous, timely and effective resolution of end user issues, based on issue priority.
  • Develop help sheets, solutions and FAQ lists for end users.
  • Develop standard operating procedures for IT support staff that outline how problems are identified, documented, assigned and corrected.
  • Develop request handling and escalation policies and procedures.
  • Alert management to emerging trends in incidents.
  • Track and analyze trends in the Service Desk and generate statistical reports.
  • Generate reports based on service level agreements and required metrics.
  • Assist in providing first level support to end users when volumes are high; May be required to act in the role of an IT Technician II as demand requires. Will be required to participate in the on-call rotation.
  • Perform other related duties, as assigned. Roles and Responsibilities


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