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Service Desk Executive Jobs in Chennai - Precision Group

Service Desk Executive
Precision Group
Precision Group
Last Date 27 Nov 2017

Precision Group - Job Details

Date of posting: 28 Sep 17

Job Description:-

  • Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc)
  • Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency and impact
  • Allocate the incidents / service requests / change request
  • Monitor, track and update the progress status of all incidents and service requests.
  • Escalate incidents / service requests which are going beyond the agreed service levels
  • Record customer complaints and inform the concerned management staff for appropriate actions
  • Logging and tracking incidents / service request that require resolution from suppliers.
  • Notify IT users & on site engineers with progress status of all queries, incidents, service requests, change requests and complaints.
  • Finally preparing daily report for all the logs taking under the operation.
  • Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy  tool
  • Providing telephonic assistance to end users where ever possible for the first level telephonic support
  • Logging end users IT complaints in the call logging tool
  • Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA)
  • Tracking end users IT complaints till closure with the support of Technical Support Engineers
  • Timely triggering of escalation to technical team and Supervisor before the response and resolution violations
  • Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups  with location engineers and end users
  • Analysis of call reports and end users feedback
  • Preparation of engineer productivity report
  • Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer with in the agreed timeliness
  • Facilitating and providing back end support to supervisor for conducting Customer Satisfaction Survey (CSAT) biannually
  • Maintaining & Monitoring all location engineers in time and out time using in house HRIS  tool
  • Timely sending of engineers absence report to supervisor, location customer and business customer in the agreed template
Desired skills and experience
  • Any Bachelor’s degree / diploma or equivalent
  • ITIL certification is preferred but no mandatory 
  • Willing to work under 24/7 support
  • Good verbal & written communication skills

Hiring Process : Face to Face Interview

Job Role : Others

About Precision Group

The Precision Group is an INR 250 Crore IT Group with its corporate office in Chennai, India and is one of India’s premier sources for IT products, support services and solutions. Established in 1996, Precision has a PAN India presence and provides complete IT Infrastructure Services and Solutions through its flagship company Precision Infomatic and group companies Biometric, and Techserve. Precision employees over 1700 dynamic professionals with varied skill sets.

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Precision Group recruiting Service Desk Executive fresher’s in Chennai. The Precision Group vacancies for Service Desk Executive is filled through Face to Face Interview etc.
Precision Group jobs for fresher’s are very common in nature as the company recruits a lot of fresher’s every year based on the skills . The candidates with M.Com, BBA/BBM, MA, BSc, BCA, BSW, BEd, MEd, 12th Pass (HSE), Vocational Training, PG Diploma, MSc, Certificate Course (ITI), M Phil / Ph.D, Diploma, B.Com, BFA, MCA are selected to full fill the vacancies in Others job field. The fresher’s applying for Service Desk Executive should have a degree or post-graduation in the required field based on the requirement mentioned. The jobs are available in Full Time basis. When it comes to Precision Group recruitment, fresher’s are mostly chosen for the department Others. To learn more about the current jobs and other details, it is better to go through official site of Precision Group and Freshersworld. The Freshersworld is a leading employment portal that researches the official site of Precision Group and provides details about the current vacancies, the application process, selection process, test details, important dates and other information.