Service Desk Administrator

Gratitude Inc

401 Views

19 hours ago

1-5 Year(s)

₹ 6 - ₹ 7 Thousand p.a

Pune, Hyderabad, Chennai, Bangalore

Job Description

Key Skills

Advertisement Sales Technical Support Technical support good communication skills TIS service desk L2

5 candidate(s) have already applied for this Job. Apply now

JOB DESCRIPTION/ REQUIREMENTS

As an Administrator, you should be able to do system administration, Incident / problem determination and resolution on a 24x7 basis Incident, Problem, Change and Configuration management, Service incidents and queries within the agreed service levels.

Perform Service Requests based on Standard Operating Procedures. Work on scheduled tasks as part of Change Management.

Should be able to handle issues independently and suggest/ implement services improvements plans. Should be able to identify and highlight scope of automation to lead or Manager

MAJOR ACTIVITIES:

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Routes the enquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

Adherence to policies and procedures, closure of open calls after resolution.

LOCATION:

Position is available for Pune, Hyderabad and Bangalore, Delhi NCR, Chennai WORK FROM HOME

Language: Proficient in English (Read + Write + Speak)

Education – 15 years Full time education is must

Documents – Candidate should have all the documents related to his education & experience as claimed in the resume/interview process

Availability – Ensure candidate availability for next 2-3 days for assessment rounds

Role

Network Administration

Timings

Day Shift ()

Industry

IT-Software / Software Services

Work Mode

Functional Area

IT Software/Hardware

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