Service Desk Executive || JC - 015
- ION Group
- 2 - 5 years
- Chennai
- 3 years ago
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Job Description
Are you a techie with an innovative streak? Do you have creative ideas that need to be transformed to reality?
Welcome to Precision! Where Talent is nurtured, and Dreams come True.
We are a liberal group of people with varied dimensions of skills focused on the rapidly advancing fields of IoT, Biometrics, Cloud, IT Infrastructure & System Integration. We look forward to meeting bright minds who wish to leverage technology in all facets of life to achieve outcomes that matter to the society at large.
Precision is a buzzing hive of knowledge and technology and experiences with emphasis on "Precision" in what we do...
And whether it is a product we developed years back or a new cutting edge technology in the making, the name says it all.
We are looking for Service Desk Executive Chennai with 2 to 4 years of experience possessing the following skills:
Position Service Desk Executive
Work experience2 to 5
Employment type Full time
Job Function Service Desk
Industry Information Technology & Services
Education B.E/ B. Tech / Diploma / Any UG
Reporting to Service Delivery Manager
Windows Support 24/7
Job Description:
- Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc)
- Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency and impact
- Allocate the incidents / service requests / change request
- Monitor, track and update the progress status of all incidents and service requests.
- Escalate incidents / service requests which are going beyond the agreed service levels
- Record customer complaints and inform the concerned management staff for appropriate actions
- Logging and tracking incidents / service request that require resolution from suppliers.
- Notify IT users & on site engineers with progress status of all queries, incidents, service requests, change requests and complaints.
- Finally preparing daily report for all the logs taking under the operation.
- Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy tool
- Providing telephonic assistance to end users where ever possible for the first level telephonic support
- Logging end users IT complaints in the call logging tool
- Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA)
- Tracking end users IT complaints till closure with the support of Technical Support Engineers
- Timely triggering of escalation to technical team and Supervisor before the response and resolution violations
- Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups with location engineers and end users
- Analysis of call reports and end users feedback
- Preparation of engineer productivity report
- Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer with in the agreed timeliness
- Facilitating and providing back end support to supervisor for conducting Customer Satisfaction Survey (CSAT) biannually
- Maintaining & Monitoring all location engineers in time and out time using in house HRIS tool
- Timely sending of engineers absence report to supervisor, location customer and business customer in the agreed template
Required Candidate profile
- Certification or knowledge in ITIL
- Willing to work under 24/7 support
- Good verbal & written communication skills
- Should have proper educational & employment credentials
- Any Graduate/Bachelor's Degree
Job Classification
Industry: IT-Hardware & NetworkingFunctional Area: IT Hardware, Technical Support, Telecom Engineering,
Role Category: IT Hardware
Role: IT Hardware
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any Specialization, Graduation Not RequiredPost Graduation: Any Postgraduate in Any Specialization, Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: Precision GroupLocation(s): Chennai
Website: http://careers.precisionit.co.in
Keyskills: Change Management Escalation Management Service Desk Management Ticketing Tool Service Request Management Preparation of Reports Remedy Tool Customer Support Remote Support Call Logging Incident Management SLA Management CSAT ITIL Process
ION Group
Company ProfilePrecision Techserve Private Limited The Precision Group is an INR 250 Crore IT Group with its corporate office in Chennai, India and is one of Indias premier sources for IT products, support services and solutions. Established in 1996, Precision provides Biometric, IoT, Cloud & Syst...
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