IT SERVICE DESK Jobs in Mumbai - Precision

IT SERVICE DESK

Precision

0 Years

10000 - 12000 Monthly

Expired

Posted: 27 Feb 19

KRA Call logging, Categorization and prioritization as per defined severity.
Providing support to end-users in troubleshooting and resolving Laptop problem.
Assigning call to support engineer/team, track till closure and update the user
Adherence to response and resolution time
Monitor the incident status to respond ,resolution as per SLA
Track engineers availability to assign incidents without violation of the SLA
Logging calls with the vendors and ensuring that the calls are resolved within the SLA signed
Call Escalation as per defined escalation matrix
Generate Daily, Weekly and Monthly reports.
Reports creation using Excel Updates to users, MS Excel knowledge
Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets
Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets
Service coordinator.
Handling Call at desktop level
Handling the queries of customer regarding Internet & Intranet network
Attending customer calls issues.
Assigning tickets.
Logging tickets.
Tickets updates and ticket follow up.
Preparing monthly report.
Initiate call with engineers if required