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Service Desk Engineer Gurgaon Location

Keywords / Skills : Team Management, Infrastructure Management, Service Desk, it helpdesk, it service desk

3 - 4 years
Posted: 2019-11-23

Industry
Recruitment/Staffing/RPO
Function
IT
Role
Technical Support Engineer
Posted On
23rd Nov 2019
Job Ref code
211119002160
Job Description

Job Description

The support staff in the L1 service desk must have a minimum relevant experience of three to four (3-4) years each.
Receive incidents, service requests, queries and change requests from Customer's end users or IT staff through one of the agreed modes of communication.
Log tickets into the service desk tool, on behalf of users if required, with correct category, severity, problem description, user information, etc. as per predefined matrix and track their resolution time.
Log tickets generated by alerts in the tools deployed for applications and infrastructure management.
Assign the incidents or route the calls to appropriate technical group or support team and categorize into appropriate severity or priority group.
Collaborate with other teams in case of any issue not being handled by the team and route calls to appropriate team/MSP.
Monitor the service desk tool for open and pending incidents.
Follow up with MSP or Company's technical team for incident status and manage notifications and escalation
Aggregate tickets using existing communication medium.
Monitor call trends and augment the scripted response database.
Document and transfer tickets requiring level 2/3 response through service desk application.
Maintain the opening and closing of tickets for tracking purposes and track call response metrics.
Generate dashboards with key metrics for effective management.
Update incident status to users periodically and as per the communication standards.
Notification for Sev 1 and Sev 2 incidents to impacted business functions and Team
  • Management of ITSD tool - Version, Upgradation & Testing, Addition/Deletion of technicians, report configuration and scheduling.
  • we are loocking for immediate joiners
  • please do not apply wipro or wipro ex employers.


  • Salary: INR 2,00,000 - 2,50,000 PA.
    Industry: /
    Functional Area:
    Role Category: Admin/Maintenance/Security/Datawarehousing
    Role: Technical Support Engineer
    Employment Type: Full Time, Permanent


    About Company

    IDC TECHNOLOGIES SOLUTIONS INDIA PVT LIMITED IDC TECHNOLOGIES SOLUTIONS INDIA PVT LIMITED
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