Send me more jobs like this

Keywords / Skills : 08-HDK-05 Helpdesk

1 - 2 years
Posted: 2019-04-14

Industry
IT/Computers - Software
Function
IT
Role
Software Engineer/ Programmer
Posted On
14th Apr 2019
Job Ref code
JD-54
Job Description

Qualification:

Any Graduate / BE
Job Descriptions:
  • Graduate with exposure in similar Operations.
  • Trained in Telephone Techniques and systems usage and processes.
  • Good technical knowledge to screen and analyze the nature of the call.
  • Good Communication/ interpersonal
  • Provide a Single Point Of Contact (SPOC) assistance for the agreed IT infrastructure management services, and wherever possible, performing resolution of incidents or requests at first point of contact,
  • Log calls using the tool and provide ticket no. to end users.
  • Determining the Severity level to be assigned to problems at the time they are reported, according to criteria to accurately reflect the business impact of the incident,
  • Logging incidents for the cases received on phone, and emails,
  • Prioritize & resolve the incident as per the defined matrix and resolve,
  • Monitor the Service Desk tool for open, and pending incidents,
  • Categorize and assign the incidents to appropriate technical group and align to respective severity / priority group,
  • Follow-up with technical team towards incident status and manage Internal / external notification and escalation,
  • Tracking cases till resolution,
  • Update incident status to users periodically & as per the communication standards as and when the status changes,
  • Co-ordinate with vendors and carry out escalation when appropriate,
  • Generate daily, weekly and monthly report to the relevant authorities as per the reporting schedule and structure that is subject to capability of the tool,
  • Ensure helpdesk tool triggers mails for call logging, call update and escalation,
  • Service delivery attributes like engineer visit note, activity completion note at end user desk with current status of call logged, Notifications if any,
  • Helpdesk with professional conduct, telephone / email etiquette,
  • Repeat calls to be assigned to higher severity level

Responsibilities:

Helpdesk
Key Skill(s)

Similar Jobs
View All Similar Jobs
Walkin for you