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Keywords / Skills : IT helpdesk Assistant , Call center for supporting PC , supporting network , ITIL

5 - 7 years
Posted: 2019-08-05

Industry
IT/Computers - Software
Function
IT
Role
Software Engineer/ Programmer
Posted On
5th Aug 2019
Job Ref code
9154
Job Description
Job Descriptions:

Responsibility:

  • Register and respond to all IT Service requests & incidents related to service desk Application by answering calls and responding to emails ensuring capture of incident criticality and priority.
  • Resolve requests directly and provide first level support , maintain a log of all requests, track and monitor user satisfaction & proactively look for root causes. Provide status information to users ensuring the resolution status captured in Status Tracking System e.g. Marvel tracking system .
  • Escalate and follow up on cases with assigned request to 2nd & 3rd levels support which could not be resolved directly by the first level support; on failures of access points, Data Centres Temperatures, GPS issues etc...
  • Administer User Domain by creating/modifying/validating user accounts , password resets, account lock/unlock and access revocation
  • Administer Desktop Background to all PC Users, broadcast messages to all users and take approvals for downtime from the Business Application owners as and when required.
  • Obtain security approvals for USB access, VPN access, file transfers, temporary internet access, accounts extensions, installation of licenses for 3rd party softwares and its usage and other related requirements.
  • Create workflow for Users and other third parties, and complete/route workflow requests generated for applications request and accounts creation
  • Monitor Port Application Systems & Application Servers usage and functionality including but not limited to SPARCS, PROMIS, T&A, AFKAR, Maximo, Gate Automation.
  • Coordinate resolution of issues within the scope of service level agreements with all the parties concerned including other departments, ITC, Imdaad, Telecommunication and external parties
  • Perform remote software distribution and upgrades when applicable for resolving issues
  • Provide trend analysis report and AD audit reports for management review and decision making.


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