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"Technical Service Desk"

Keywords / Skills : "Technical Service Desk", "Technical Services Executive", "Windows OS", AD, DHCP, DNS, "Hardware Troubleshooting", Escalation, "Incident", "SLA Matrix", server, "categorization Matrix"

1 - 3 years
Posted: 2019-02-08

IT/ Computers - Software
Technical Support Engineer
1.20 - 1.70 lacs
Posted On
8th Feb 2019
Job Description
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

About Company

Qtek System

Managing an integrated, hybrid IT environment that includes public, private, cloud and infrastructure systems while trying to fulfill everyday operational demands can be challenging. At QTekSystems, we will enable you to run your IT platform seamlessly by integrating cognitive solutions, analytics and automation with best-in-class IT services and people skills.
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