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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
Technical Helpdesk Management - Job Descriptions Providing a Single Point of Contact (SPOC) for assistance with IT services under scope Log IT related tickets (incidents , service requests , events) from users - (received through phone , mail , logged tickets in the tool) Acknowledge the tickets , allocate appropriate categoryt Classify the tickets as per Severity and Impact Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis Allocate the ticket to the respective support groups and track the ticket for closures Provide Level 1 support for all End User Issues pertaining to Enterprise applications (In - Scope) , Operating System , Printing , Office Automation Tools , and Generic IT Queries Ensure activity details are updated in the tool by the respective support groups Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope Route service requests to the appropriate teams (viz. user management group , mail management group etc.) Provide first level support for end user issues pertaining to desktop / laptops , OS , client applications as agreed in scope Escalate incidents / tickets which are going beyond the service levels Escalate incidents pertaining to Suppliers non - performance or delays Escalate issues pertaining to users non - availability or non - cooperation Maintenance of SLA matrix , severity and categorization matrix,
Keyskills :
usermanagement printbrokering automationtools officeautomation technicalhelpdesk helpdeskmanagement enterpriseapplications it os sla mail matrix desktop laptops helpdesk suppliers upp tgroups