Service Desk Administrator
Gratitude IncService Desk Administrator
Job Description
Key Skills
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
NA
Functional Area
IT Software/Hardware
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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