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
Salary: INR 2,00,000 - 2,50,000 PA.
Functional Area:IT Software - Other
Role:Technical Support Engineer
Desired Candidate Profile
IDC TECHNOLOGIES SOLUTIONS INDIA PVT LIMITED
Recruiter Name:Rajeev Ranjan
Contact Company:IDC TECHNOLOGIES SOLUTIONS INDIA PVT LIMITED