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Technical Helpdesk Management

2.00 to 7.00 Years   Mysore   10 Feb, 2020
Skypro Technologies Pvt Ltd
Job LocationMysore
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

  • 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 :
itservices usermanagement printbrokering automationtools officeautomation enterpriseapplications it os sla mail matrix suppliers management automation enterprise maintenance communication upp tgroups categ iz

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