IT Service Desk Analyst - Mumbai,Mumbai
- Microland
- 2 - 5 years
- Chennai
- 6 years ago
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Job Description
Dear candidate,
We are eager to introduce you to our 4000-strong team of exceptionally skilled professionals. We have curated a work environment where you will have limitless
opportunities to Learn, Earn and Enjoy.
Job Role :
Experience Required :2 years - 5 years
Job Location:- Mumbai & Chennai
JOB DESCRIPTION:-
1. Troubleshooting: Analyze problems with the service and resolve the issues. Gather information from customers either by chat or e-mail to enable effective troubleshooting, Troubleshoots and repairs hardware and software problems with desktop and laptop computers, Personal Digital Assistants (PDAs), printers, digital scanners, and other network equipment, Report issues to vendor/ISP/carrier and follow up on updates. Escalate issues as per Escalation Matrix, Install/Uninstall various software and upgrades equipment when necessary, Monitoring and maintaining/reducing the queue size. Resolving Technical issues at level 1(Incident and Service request).
2. Hardware and Software Management: Monitoring CPU, memory and hard disk utilization, Monitoring the event viewer and generating reports. Providing New Desktop Installation and Software Installation Reports, make team members aware of any changes or scheduled activities so that effective follow up is possible., Updating the latest anti-virus on servers and monitoring the anti-virus patches on Servers and Desktops and generating Reports, Track the assets issued to users and maintain a database report of assets. Updating KB and CMDB whenever there is a need. Handling Backup Activities on daily, weekly and Monthly. Generating the Reports on all Backup activities.
3. Process Compliance: Gather information from vendor and customer and update the tickets regularly as per the defined process, Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report), Following the various Escalation Matrix (Vendor , Internal and Customer defined), Ensure tickets are closed post user/customer communication, Maintains inventory of PC equipment with Asset Executive, Special focus on Power User calls, Constantly track tickets for SLA adherence and escalate on deviations as defined in the process, Comply with defined processes and update tickets with SLA.
Interested Candidates can drop their CV at IN********C@mi******d.com or can call on 9872631***.
Regards
Bhawna Choudhary
Job Classification
Industry: OtherFunctional Area: Other, Role Category: OtherRole: OtherEmployement Type: Full timeEducation
Under Graduation: Graduation Not Required, Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required, Any Postgraduate in Any SpecializationDoctorate: Any Doctorate in Any Specialization, Doctorate Not RequiredContact Details:
Company: MicrolandLocation(s): Chennai
Keyskills: printers process compliance customer communication power user troubleshooting networking it service desk software installation hardware
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Microland
Microland Limited Microland is India's first Hybrid IT Infrastructure Services Provider and a trusted partner to enterprises in their IT-as-a-Service journey. Headquartered in Bangalore, India, Microland has over 3,700 professionals across its offices in India, North America, Europe and Middle ...
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