Agamin Innovations Pvt Ltd Looking for IT Service Desk Analyst at Madhavanpark, Karnataka Full Time

KEY ACCOUNTABILITIES

· Providing first level support through phone calls, Team’s calls, chat, responding to emails and tickets (by

monitoring ticketing tool)

· Registering & Resolving end user queries/issues related to IT through remote support and Instructions

over team’s call or phone.

· Categorization and prioritization of incidents as well as service requests based on the impact and urgency.

· Handling the incidents & service requests in compliance to the incident and service request management

process.

· Coordinating across different technology teams to resolve issues and requests of end users, related to IT

· Taking the ownership and ensuring tickets are closed within the defined SLA Time period.

· Customer & business communication process/procedure on major incident outages and schedule

maintenance activities and follow-up till the closure.

· Basic knowledge about incident, major incident, service request, access management and knowledge

management processes

· Identity recurring issue based on the incident and provide analyses report to SME.

· Good communication and problem-solving skills (experience in supporting global customers preferred)

5. JOB CONTEXT

Incident categorization, first level resolution and customer satisfaction would be the key. Service desk agent

with be working on 24×7 shift duty, minimum 9hr with 1hr break

6. QUALIFICATIONS, EXPERIENCE

Bachelor’s Degree in the field of Computer Science or Engineering or IT · Minimum of 2 Years’ experience in managing 24X7 critical Operations, Service centers, Incident response management teams. · Knowledge of ITIL Policies & Procedure · Experience in cloud support, Oracle/ Microsoft Applications, troubleshooting, monitoring and processes · Customer obsession, passion for delighting customers · Ability to quickly learn new technical domains · Ability to adapt quickly, working in a dynamic business environment · Strong written and verbal communication skills

7. COMMUNICATIONS AND WORKING RELATIONSHIPS

Internal:

Liaising with various internal teams like technology teams, SME (Subject Matter Experts), multiple Project Teams located within the region, Close co-ordination with Business Users and key stake holders

External: Liaising with external suppliers

8. FRAMEWORKS, BOUNDARIES AND DECISION-MAKING AUTHORITY

Function within the framework and boundaries of CLIENT policies and maintain confidentiality. Reports to

Service Management Lead, with a dotted line reporting Senior Manager Enterprise Technology. As such, all

assignments within the role would strive towards the vision and mission of Client .

Job Types: Full-time, Regular / Permanent

Salary: ₹140,889.73 – ₹500,000.00 per year

Benefits:

Schedule:

Ability to commute/relocate:

• Madhavanpark – 560011, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 2 years (Preferred)