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Application support/Production support/Service Desk

Keywords / Skills : "Service Desk", "Production support", "Application Support", "Remedy", BMC remedy

2 - 4 years
Posted: 2019-02-22

Job Description

Global Service Desk (GSD) Support Engineer is responsible for providing Global IT support for all Vodafone Operating Companies around the world acting as a front line to 2nd line teams regarding different infrastructure, enterprise and consumer and Network Services.

The following should be in focus of GSD support engineer:

• Validate Incidents and Requests according to Operations questionnaires

• Keeping customers informed on incidents/request status and progress till closure

• Monitoring and Improvement of quality of service

• Act as a team member that contributes to solutions and customer satisfaction.

• Monitoring of documentation of services on being up-to-date

• Pick up incoming Incidents and Requests by ticket system, phone, email and fax according to SLA

• responding within agreed time limits to call-outs;

• Track & monitor Incidents inside SLA according to SLA and OLA

• Notification / alerting after defined SLA parameters

• Perform hierarchical escalation according to SLA

About Company

I represent Magna Infotech, India’s largest Professional Staffing company with 10,000+ consultants in IT, ITES space.

Being in business for 2 decades, we offer customized staffing solutions under Contract, Contract-to-hire, pay-rolling, rebadging, MSP and SOW models
Only staffing company with domain competencies in IT staffing space for Automotive & Engineering, BFSI, Retail, Healthcare, Products, Services & Consulting, E-commerce and Telecom
Industry Focused delivery engine of 400+ recruiters hiring 1000 lateral IT professionals on a monthly basis servicing 250+ clients in Fortune 500.
Part of Quess Corp Ltd, USD 500+ Million turnover powered by more than 180,000+ employees across 20 nationalities.
Step-down subsidiary of USD 42+ billion multinational, Fairfax Financial Holdings Group; held through its Indian listed subsidiary, Thomas Cook India Limited.
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