Desktop Support Engineer - L2
- Quess IKYA Human
- 1 to 3 Yrs
- Mumbai
- 7 years ago
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Job Description
- Problem solving Capability in IBM, HP and Dell and other vendors laptop/ desktop Hardware
- Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
- Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool)
- Acknowledge the tickets, resolve the issue remotely
- Allocate appropriate category
- Classify the tickets as per Severity and Impact
- Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis.
- Allocate the ticket to the respective support groups and track the ticket for closure
- Recording, tracking, and updating incident ticket information in the service desk tool.
- Ensure activity details are updated in the tool by the respective support groups.
- Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope.
- Route service requests to the appropriate teams (viz. user management group, mail management group, etc.)
- Provide first level support for end user issues pertaining to desktop/laptops, OS, client applications as agreed in scope.
- Escalate incidents / tickets which are going beyond the service levels
- Escalate incidents pertaining to Suppliers non-performance or delays
- Escalate issues pertaining to users non-availability or non-cooperation
- Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder.
- Maintenance of SLA matrix, severity and categorization matrix
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Application Programming / MaintenanceFunctional Area: Not ApplicableRole/Responsibilies: Desktop Support Engineer - L2Contact Details:
Company Name: Quess IKYA HumanLocation(s): Mumbai+ View Contact
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₹ 2.0 - 2.5 Lakh/Yr
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Quess IKYA Human
Quess Corp Limited is a provider of business services with headquarters based in Bangalore. It is a step-down subsidiary of Fairfax Financial Holdings Group; held through its Indian listed subsidiary, Thomas Cook India. and is listed on the Bombay Stock Exchange and NSE. Starting...
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