Ornate Informatics Pvt. Ltd. Looking for Service desk at Chennai, Tamil Nadu Full Time

Provide a single point of contact for the agreed IT infrastructure management servicesDevelop and maintain Service Desk Operational Procedures and ProcessesMonitor the Service Desk tool for open and pending tickets raised by end usersReceive incidents, service requests, queries, from end users through one of the agreed modes of communication Log tickets in the Service Desk tool on behalf of users making service requests over phone and /or emailFor all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrixAssign the incidents to appropriate technical group and categorize into appropriate severity or priority groupProvide call resolution as per the SOP’s, workarounds and error database and knowledge management system wherever possibleRoute calls to the vendors in case of issues pertaining to vendorsIncident Status and NotificationUpdate incident status to users periodically and as per the communication standardsEscalate issues / tickets which are going beyond the service levelsEscalate issues pertaining to relevant IT vendors (as per the scope) non-performance or delaysEscalate issues pertaining to users non-availability or non-cooperationProvide remote support for the issues pertaining to the end user equipment and FAQ based Level 1 support on applications. When the Service Desk is not able to resolve an incident or service request, the call will be forwarded to Level 2 support i.e. onsite / on call team as applicable, Application, Network & Security teamsMaintain up-to-date information on the contracts, vendor contacts, management contacts, SLA matrix, severity and categorization matrixNotify the CUS lead in case of system or equipment failures, or of an emergency, according to the Service Desk Procedures Manual or Standard incident Management processProvide system status recording for in scope systems with status information such as known major incidents and estimated recovery timesMonitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation matrixMaintain ticket prioritization guidelines and escalation flowMaintain Help Desk / SPOC operational processes and proceduresGenerate various MIS reports as per requirements from time to time available directly from the Service Desk tool.Updating and contributing to the knowledge base.Problem analysis, action steps, and resolution to be documented in the ticketing toolSend out and collate End User Satisfaction survey for the call closed using the tool

Job Types: Full-time, Regular / Permanent

Salary: ₹10,282.16 – ₹33,542.04 per month

Benefits:

Schedule:

Ability to commute/relocate:

• Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Education:

Experience:

• Technical support: 1 year (Preferred)
• total work: 1 year (Preferred)

Speak with the employer
+91 7596040797