Solid Tech India Computer Services Pvt Ltd Looking for Service desk Agent (Infra, VIP & SOP based Application Support) at Mumbai, Maharashtra Full Time

· Service desk Agent (Infra, VIP & SOP based Application Support

The purpose of the Central Service desk is to provide a Single Point of Contact for all in-scope IT related issues or service requests for both Applications and Infrastructure

· Receive incidents, service requests, queries, from Customer end users or IT staff through the agreed modes of communication (Ticketing tool, Phone, E-mail, and Chat)

· Provide SOP based Application support for Customer application

· Provide VIP Support over call

· New user setup and onboarding

· Handle software and hardware requests

· Handle access requests and account management

· Resolve hardware, software, and networking issues

· Advise and train users on how to utilize IT resources to be more effective at their jobs

· Collaborate with other IT and business groups to resolve issues

· Track, monitor, escalate and report on the complete incident lifecycle.

· Develop and maintain Service Desk Operational Procedures and Processes

· Monitor the Service Desk tool for open and pending tickets raised by customer end-user

· Log tickets in the Service Desk tool on behalf of users making service requests/incidents over phone and /or email

• Capture initial data and Incident Identification
• Analysis & Classification of Incident reported
• Identify existing issue or known errors and resolve at first contact if possible
• Assign / allocate to respective resolver groups
• Attempt to resolve issue remotely if possible
• Investigate incident and identify options
• Select most appropriate course of action
• Mitigate incident impact / apply work Around
• Resolve / fix issue
• Incident/SR Feedback
• Log tickets generated by alerts in the tools

· For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix

· Assign the incidents to appropriate technical group and categorize into appropriate severity or priority group

· Provide call resolution as per defined SOP’s, workarounds and error database and knowledge management system wherever possible

· Route calls to the appropriate support team /resolver groups

· Route calls to the vendors in case of issues pertaining to vendors

· Route service requests to the appropriate teams

· Follow up with IT PARTNER or customer’s technical team for incident status and manage notifications and escalation

· 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 vendors (as per the scope) non-performance or delays

· Escalate issues pertaining to user’s non-availability or non-cooperation

· Provide Level 1.5 (SOP based troubleshooting for enabling first contact resolution) 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 2/3 support i.e. IT PARTNER’s onsite / on call team or application teams as applicable

· Bring use of remote support tools for remote desktop management

· Maintain up-to-date information on the customer contacts, vendor contacts, management contacts, SLA matrix, severity and categorization matrix

· Provide information customer on call trends and make recommendations pertaining to improving utilization where appropriate

· Notify the customer SPOCs in case of system or equipment failures, or of an emergency, according to the Service Desk Procedures Manual or Standard customer Incident Management process

· Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times

· Interface with and coordinate problem determination and resolution with the customer SPOC and/or Third-Party service providers

· Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation matrix

· With customer assistance, establish and maintain ticket prioritization guidelines and escalation flow

· Maintain Service Desk / SPOC operational processes and procedures provided by customer

· Generate various MIS reports as per customer specified requirements from time to time available directly from the Service Desk tool.

· User -id creation /deletion

· Problem analysis, action steps, and resolution to be documented in the ticketing tool

· Send out and collate End User Satisfaction survey for the call closed using the tool supplied by customer

Job Type: Full-time

Salary: ₹180,000.00 – ₹240,000.00 per year

Schedule:

Education:

• Higher Secondary(12th Pass) (Preferred)

Experience:

• Service desk agent in IT: 1 year (Preferred)
• total work: 1 year (Preferred)

Speak with the employer
+91 7043339081