12 PC Solutions Jobs

Profiles: Service Desk Management

Job Location: Okhla Phase 2 (New Delhi) (Work from office)

Qualification: Graduate (not pursuing or result awaited) or Polytechnic 3 yrs. Diploma

Salary: up-to 25K in hand

Note:

rotational Shifts, 5 days working, 2 week Offs.

No Cab, Timing feasible for Metro and other Public Transport.

Job Description:

• Provide Single Point of Contact (SPOC) assistance for the end user support that includes software/hardware/business applications/handhelds/printer and peripherals support to provide L1, L2 and E2E activities and take care of the 24 X 7 Network Operations Centre (NOC)
• Receive, respond and log Incidents & Service Request using Organization/Client provided tool and try to resolve the tickets on phone/remote
• Initiate tickets record - a ticket record may include information such as end user information, service request number, date and time opened, service requested, problem description or symptoms, ticket assignment, tickets status, tickets resolution and closure information
• Classification of tickets and referral to appropriate agency /group
• Dispatch or transfer / escalate unresolved tickets, as appropriate to correct resolvers
• Track & follow-up with designated group, service provider to ensure that service level commitments are adhered to
• Provide timely and regular status on open / pending / closed ticket status to Organization/Client stakeholders
• Dispatch/arrange for on-site support, if required, for problem determination and/or resolution.
• Notify the Organization/Client SPOCs in case of system or equipment failures, or of an emergency, according to the Service Desk Procedures Manual or Standard Organization/Client Incident Management process
• Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times
• Interface with and coordinate problem determination and resolution with the designated SPOC and/or Third Party service providers
• Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation matrix
• With BCCL assistance, establish and maintain ticket prioritization guidelines and escalation flow
• Maintain Help Desk / SPOC operational processes and procedures provided by Organization/Client. Maintain an escalation/notification contact list of Vendor SPOCs, including names and telephone, fax numbers, and provide to Organization/Client for distribution
• Provide Telephony & Remote Assistance using Remote Management Tool if required
• Generate various MIS reports as per Organization/Client specified requirements from time to time
• User Provisioning and de provisioning
• Updating and contributing to the knowledge base
• Problem analysis, action steps, and resolution to be documented in the ticketing tool
• Carry out the End User Satisfaction survey for each of the call closed
• Any other relevant task with respect to the service desk support which is not listed here but will arise in the due course of support as needed for the effective functioning of the department and business
• Service Desk team will be responsible E2E closure of all tickets