Urgent Opening for IT Service Desk

Team Computers Pvt. Ltd
Pune - Pune
50,000 - 2,20,000
/ monthly
Requirements
1 - 3 years experience
Graduate
Above 18 years
No gender preference
Shift timings
Working days
6 days/week
Morning Shift
9:00am - 6:00pm

Job description

Dear Candidate ,

We are hiring for IT Service Desk profile for Pune Location

Helpdesk Management

Providing Single Point of Contact (SPOC) assistance for the agreed SLA, and provide resolution of incidents or requests at first point of support.

Opening Incident tickets according to the severity levels defined in SLA, and assigning the same to the appropriate resources for resolution, track the progress of resolution efforts,

Keep the user informed and escalating it to the appropriate levels for resolution, and closing them in concurrence with user as per SLA.

 Team Computers will provide the Call logging tool.

The user will log a call at the Service Desk or in the User interface of Service Desk Software.

Service Desk would log the call, provide the initial support and if required assign the call to the engineer with the appropriate skill.

Engineer will attend the call and update the status to the Service Desk or in the Service Desk Software.

 The engineer would communicate call closure to the Service Desk.

Service Desk would confirm with User over call closure and then close the call.

Service Desk would escalate call if the same were not resolved within the Specified period as per structured escalation matrix.

The Escalation matrix and mechanism will be available with the Service Desk.

Third Party Liaison.

Peripherals Handling ( Vendor Management: UPS, Printers)

Each request (Telephone / Email / In Person) has to be captured in the Service Desk Software and a request ID has to be provided. An estimated time of resolution has to be provided by the Service Desk representative as per the SLA to the requester.

Allocation of severity levels.


Regards,
Pranita (Human Resource)
Team Computers Pvt. Ltd.

Additional Requirements
Language
English
Experience
IT Support - Hardware
Job Type
Full Time
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Posted on 08 Oct 2018
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