Service Desk Associate

Mindcom Technologies India Pvt. Ltd.

ServiceDesk L1 & L2:

�� Accept incidents/requests.

�� Log incident/request tickets in IT service desk tool.

�� Tickets to be recorded with correct category, severity, description, and workplace user information as per the predefined matrix.

�� Assign incidents/requests to the appropriate technical resolver group and categorize them into the appropriate severity or priority group.

�� Route incidents to vendors for issues pertaining to DC, Network, security, and application support services. End-user workplace tickets to be managed by Customer's end-user support vendor.

�� Follow up with Customer's technical team for incident/request status and manage notifications, including necessary escalations.

�� Escalate tickets that have breached service levels.

�� Log calls with Customers�� vendors and coordinate for hardware, firmware, and OEM-related calls for assets listed in Service Baselines (pertaining to DC/DR, network, security, and application support services scope).

�� Vendor coordination, handling functional escalation from helpdesk executives.

�� Remote support to Customer��s end-users by remote device management.

• Experience

  1 - 3 Years

• No. of Openings

  40

• Education

  B.C.A, B.E, B.Tech, Diploma, Professional Degree

• Role

  Service Desk Associate

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office