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Service Desk / it Help desk @ Mumbai

Keywords / Skills : service desk

Posted: 2018-12-07

Industry
Consultancy
Function

Telecom/ ISP
Banking, Insurance & Financial Services
Role
Corporate Banking Customer Support Manager
Customer Support Engineer/ Technician
Posted On
7th Dec 2018
Job Ref code
061218001690
Job Description
Dear Candidate,
we have immediate openings for service desk @ capgemini (C2H)
JD as below

Primary Skills :- Service Desk / help desk
Troubleshoot basic network issues
Handling Escalation Call
Troubleshooting it related problems

Job Description
Mandatory
1 Handle Incoming and Outgoing voice calls from users
2 Record incidents and service requests in the Information Technology Service Management ITSM Service Now tool Review the Service Desk mailbox Monitor and process operational inquiries activities Mailbox to create associated tickets
3 Classify and prioritize incidents and service requests as per agreed KPI
4 Monitor and manage trouble tickets
5 Act as first level Single Point of Contact SPOC for incidents and service requests
6 Perform account Management User Attestation activities for users
7 Password reset and account unlocks
8 Perform first level diagnosis and resolution workaround on reported incidents using Standard Operating Procedures SOP and leveraging existing Knowledge Base
9 Remotely troubleshoot issues related to end user desktops laptops scope limited till machines are connected to network
10 Provide Application Support for standard desktop applications MS Office Suite MS Outlook and Anti-Virus
11 Remote installation or uninstallation support for non-standard applications
12 Perform software OS break fix by taking remote control of the end user desktop using provided Remote Desktop Management tool
13 Coordinate with third party vendor and specialist Level 2 and Level 3 support teams Work with service desk vendors to ensure services are being delivered effectively and per expectations
14 Constantly refer to and update the IT Service Desk knowledge management documents
15 Log ticket and assignment to L2 L3 for Business Application managed by L2 L3

work location: Airoli mumbai
Interview date: 07.12.18
Exp: 0 t0 1
Qualification: Any degree
Shift: Rotational shift

Interested candidate please revert back with your updated resume
HR recruiter: Anu
Contact number:7349029502
Email id: [HIDDEN TEXT]

Desired Candidate Profile
Please refer to the Job description above
Key Skill(s)

About Company

Crown Solutions India (P) Ltd Crown Solution
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