Job Description

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Our client is a global edge-to-cloud company built to transform business by help in connecting, protecting, analysing and acting on data and applications wherever they live, from edge to cloud, so you can turn insights into outcomes at the speed required to thrive in today's complex world.

Job Responsibilities:

• Provide Single Point of Contact (SPOC) assistance across all the tickets which get logged at Service Desk.

• Log incidents with First Call Resolution (FCR) for the service requests received via incident logging tool, phone and emails.

• The Tickets received at the Service Desk would be categorized into P1, P2, P3 & P4 as per the definitions.

• Prioritize and resolve the incidents as per the defined Severity matrix.

• Monitor the service desk tool for open and pending incidents.

• Categorize and assign the incidents to appropriate technical group and align to respective severity / priority group.

• Route calls to the vendors in case of issues pertaining to vendors.

• Follow-up with technical team of HPE towards incident status and manage internal / external notification and escalation.

• Escalation;

(a) Escalate issues / tickets which are going beyond the service levels,

(b) Escalate issues pertaining to vendors non-performance or delays,

(c) Escalate issues pertaining to users non-availability or non-cooperation.

• Track all the issues and send status updates on the progress.

• Prepare MIS for the Tickets.

• Maintain up-to-date information on the customer contacts, vendor contacts, management contacts, SLA matrix, Severity and categorization matrix.

• In case of problem not resolved remotely and required physical visit such case the team will coordinate with customer's onsite team for problem resolution.

• Problem analysis, action steps, and resolution are documented in the ticket tool.

• Provide Level 1 support for all End User Issues pertaining to applications (In-Scope), Operating System , Printing, Office Automation Tools.

• Manage any application/software installation of End user devices.

• Configuration of End user devices, Messaging, Office Automation applications etc.,

• Installation of software and troubleshooting related problem, OS support - configuration, Reinstallations etc.

• Installation of office automation applications.

• Download, Test and update the critical Patch released by OEM vendors post approval from customer.

• Troubleshoot for the End user problems reported.

• Provide End user support such as OS configurations, Installation of printer/peripherals configurations, virus cleaning and restore of the OS after failure.

• Install load/ reload office automation software, e-mail and browser as per need.

• Antivirus Management.

• Any other tasks as assigned by your Supervisor/Manager.

Requirements:

• Minimally Diploma in Computer Science or equivalent.
• Good communication skill.
• Preferable candidate with IT service desk / helpdesk experience.
• Willing to work shift.