Service Desk Executive Jobs in Chennai - Precision Infomatic Pvt Ltd

• Hindi speaking for Service desk Executive 
  
• Qualification: Any Degree
  
• Exp:0-1year(Hindi Must)
  

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)Troubleshooting in the first level
  
• 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