It Service Desk Engineer

2 weeks ago


Greater Noida, Uttar Pradesh, India Teamlease Digital Full time ₹ 4,00,000 - ₹ 8,00,000 per year
  • Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
  • Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool)
  • Acknowledge the tickets, allocate appropriate category
  • Classify the tickets as per Severity and Impact
  • Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis.
  • Allocate the ticket to the respective support groups and track the ticket for closure
  • Recording, tracking, and updating incident ticket information in the service desk tool
  • Ensure activity details are updated in the tool by the respective support groups.
  • Route service requests to the appropriate teams (viz. user mgmt. Group, mail mgmt. group etc.) Provide first level telephonic support for end user issues pertaining to desktop/laptops, OS, client

applications

  • Escalate incidents / tickets which are going beyond the service levels
  • Escalate incidents pertaining to Suppliers non-performance or delays
  • Escalate issues pertaining to user's non-availability or non-cooperation
  • Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder.


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