RARR Technologies Looking for Service desk role at Bengaluru, Karnataka Full Time

Job Title :
Service desk role

Job Type :
Job Location :
Bangalore , Mumbai, Pune

Total Experience :
3 – 8 Years

Skills :
ITSM, O365

Posted – 27/04/2022

Job Description :
Converged Operations Support Analyst

ICC

Knowledge on Monitoring tools like SCOM and SolarWinds.

Monitor the alerts and raise tickets manually based on the threshold set in the monitoring tools.

Analyse the automatic alerts converted as incidents in ServiceNow and escalate it to right support group within ServiceNow.

Resolve Alerts that are within the scope of Converged Operations based on the Standard Operating Procedure.

Update the knowledge base for handling Alerts as per the update from technical team.

Windows Administration

Leverage help desk application tools and remote support tools for providing support.

Identify, categorize, prioritize and triage tickets to appropriate resolver groups, if the ticket is out of Converged Operations support scope.

Provide preferential support to VIPs ensuring expedited response and resolution to their requests/issues.

Provide user access provisioning support for Active Directory using Quest tool for account creation, access modification.

Installs, Moves, Adds and Changes (IMAC): Confirm requirements, scope and acquire approval, assign to appropriate team, confirm schedule and verify completion.

Report ticket volume trends & SLAs on a weekly and monthly basis

Desktop Engineering

Basic Knowledge on SCCM for handling software installation

Troubleshooting Desktop Noncompliance as per SOP

Provide first level desktop application support including desktop OS and software based on SOPs

Azure

Basic knowledge on Azure administration

Handle Azure related tasks following the SOP

Network

Monitoring the network using the monitoring tools

Generating utilization reports using the SOP

Basic Troubleshooting on network issues reported by End users.

Storage and Back up

Monitoring/Analyzing Backup alerts and escalate when exceeds the threshold.

Office 365

Knowledge on Office 365

Management of distribution list membership and security group membership

Shared mailbox permissions

Report generation using the SOP

General

Act as interface with other resolver groups in LTI in-case the incident or request resolution / completion time exceeds the agreed service levels.

Knowledge Management and Known Error documentation for Converged Operations

Record problem tickets and triage to the appropriate resolver groups in the ITSM tools.