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