IT Service Desk Analyst Jobs in Chennai - GP Strategies Corporation

IT Service Desk Analyst

GP Strategies Corporation

0 to 3 Years

Not disclosed

Expired

Posted: 16 Apr 21

Essential Duties And Responsibilities

System Monitoring: Conduct a health check of all systems being monitored by PRTG every 15 minutes during their regular shift and initiate the escalation of critical system incidents and/or outages.
Monitor security warning and initiate next-level support to resolve the threat.
Should act as a single point of contact for all the users
Responsible for Log tickets, Track the progress, update and close the tickets as per the status
Service Desk Incident and Request first responders
Respond to all cases within 15 minutes with an acknowledgement back to the raised user that states their case has been received by the Service Desk and is currently being reviewed. This includes creating Service Desk tickets when requests for service is received via a Service Desk support line.
Vet the case to determine first level of escalation (Tier 1, Tier 2 , IT Service Operations). If Tier 1 or self-assign anything on the scope of support.
Handle voice calls
Contact users when needed to progress or close tickets.
Perform the first level of support including basic troubleshooting activities in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, etc

Shift Timings