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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Oil & Gas / Petroleum |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
Receive, update and assign service calls on Service Manager Tool (SM9) used for call tracking ensuring the call is logged properly in regards to procedures and verify contract coverage to achieve SLA. Log call in case of S1 users or in emergency for others. Assign the ticket to respective support engineer based on the Call type. Send acknowledgment email to user as per template. Seek assistance of Helpdesk Manager if and where required. Create periodic reports regarding ticket receipt / creation and assignment. Ensure complete handover at shift change. Any other work assigned with due authorization of Service Desk Lead. Follow up with resolver teams on assigned tickets for updates / closure. Ensure appropriate quality of updates on tickets.Ensure tickets logged are quickly assigned and do not remain unassigned. Send update emails to users where TAT is about to be breached. Be responsible to drive the closure of assigned tickets.Seek assistance of Helpdesk Manager if and where required. Create periodic reports regarding ticket assignment, update and closure. Ensure complete handover at shift change. Any other work assigned with due authorization of Service Desk Lead. ,
Keyskills :
helpdesk handover emergency closure email cmdb authorization tat ervicedesk servicedeskmanagement problemmanagement caservicecatalog serviceimprovement servicelifecyclemanagement iso20000 calltracking