Subject: Need Fresher IT call co-ordinator (Female) for Mumbai (Kandivali) Contact Swapnil: 9594976118
We are an ISO 9001:2008IT Out Sourcing Company currently providing IT Services to almost 200 Companies, which Includes CMM, PCMM, CMMI and reputed Companies in India and Abroad.
One of our CMM Level 5 clients is looking Fresher IT call co-ordinator (Female) for Mumbai (Kandivali)
Skills: Fresher IT call co-ordinator (Female)
Exp: 0 to 1 Year
Work Location: Mumbai (Kandivali)
• Problem solving Capability in HP and Dell and other vendors laptop/ desktop Hardware.
• Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
• Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool)
• Acknowledge the tickets, resolve the issue remotely.
• Allocate appropriate category.
• Classify the tickets as per Severity and Impact.
• Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis.
• Allocate the ticket to the respective support groups and track the ticket for closure.
• Recording, tracking, and updating incident ticket information in the service desk tool.
• Ensure activity details are updated in the tool by the respective support groups.
• Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope.
• Route service requests to the appropriate teams.
• Provide first level support for end user issues pertaining to desktop/laptops, OS, client applications as agreed in scope.
• Escalate incidents / tickets which are going beyond the service levels
• Escalate incidents pertaining to Suppliers non-performance or delays
• Escalate issues pertaining to users non-availability or non-cooperation
• Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder.
• Maintenance of SLA matrix, severity and categorization matrix
Please contact on:
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303,Advent Atria, Chincholi Bunder Road,Off S.V.Road,Malad (West), Mumbai- 400064.
Branch Office : D210, Sector 55, NOIDA 201301, UP
(+91-22-) 28441238 | Ext: | Fax: (+91-22-)28737077 | Mobile - 9594976118
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