Roles and responsibilitiesHi,
Accept & fulfil IT support requests via email, phone call or service desk tool.
Maintain and manage all IT service requests under service desk tool.
Receive incidents, service requests, queries, and change requests from users through the deployed service desk tool as the agreed mode of communication.
For all logged tickets, record the correct category, severity, problem description, and user information as per service level agreement matrix.
Provide Level 1 remote technical support for the issues pertaining to the services under scope using knowledge base and standard operating procedures wherever possible.
Route calls to the appropriate support teams.
Route calls to the vendors in case of issues pertaining to vendors.
Follow up with vendor or respective support teams for IT service requests and incident closure within SLA
Manage notifications and escalation effectively for timely closure IT Service Requests and IT Incidents to users satisfaction.
Maintain and update incident status to users periodically and as per the communication standards.
Drive the user feedback process for the services being provided.
Ensure adherence to end user security policy.
Monitor the helpdesk tool for status of incidents.
Generate status report of pending/closed concerns on a daily/weekly/monthly basis.
Drive closure of all pending IT Service Requests.
Salary: Not Disclosed by Recruiter
Industry:IT-Software / Software Services
Functional Area:IT Software - Application Programming, Maintenance
Role Category:Programming & Design
Desired Candidate Profile
Apogee Services Private Limited
Recruiter Name:Meenu Srivastav
Contact Company:Apogee Services Private Limited