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Hiring For IT Helpdesk, Call Coordinator - Navi Mumbai

1.00 to 3.00 Years   Navi Mumbai   26 May, 2021
CMS IT SERVICES PRIVATE LIMITED
Job LocationNavi Mumbai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

Greetings From CMS IT Services !We are hiring for the role of Service Engineers . Interested candidates can send in their resume for the rounds of discussion.Share your resumes at -Karuna Bali - karuna.bali@cmsitservices.comNote - Own Vehicle should be there.Job Location - MumbaiExperience - 1-3 YearsQualification - GraduateJob Description -

  • Provide a single point of contact for the IT support services.
  • Receive incidents, service requests, queries, from customers end users through the agreed modes of communication.
  • Log tickets in the service desk tool on behalf of users making incidents or service requests over phone, WhatsApp number, MS Teams chat and /or email
  • For covering WhatsApp support, ABFRL will only provide required SIM cards and telephone set should be provisioned by CMS IT
  • Log tickets generated by alerts in the tools on intimation.
  • Provide FCR across issues/requests for ABFRL IT landscape
  • Cary out 1st level of troubleshooting and if unable to resolve, assign to relevant support group if not resolved.
  • Route calls to the appropriate support team /resolver groups
  • Route calls to the service providers in case of issues pertaining to service providers
  • Route service requests to the appropriate teams
  • Update incident status to users periodically and as per the communication standards
  • Escalate issues / tickets which are going beyond the service levels
  • Escalate issues pertaining to relevant IT service providers (as per the scope) non- performance or delays
  • Provide remote support to resolve the tickets
  • Follow up for closure of all open tickets
  • Generate various MIS report as per specified requirements from time to time
  • Administer and manage the ticketing tool and facilitate customization requirements
  • IVR system / Call desk management for service desk agents as required
  • Continuously improve the FCR by building the knowledge base or bringing in automation
  • Provide regular analysis on ticket trend and report Top issues /Service request on Weekly and Monthly basis for all IT related issues

Keyskills :
troubleshootingticketing toolsit supportcall monitoringit helpdeskquery resolutioncall desk management

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