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 Customers end-users by remote device management.

• Experience

  1 - 3 Years

• No. of Openings

  40

• Education

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

• 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