Service Desk
IT Infra Support
India
- This requirement is valid till 12-02-2022
- Required Skills: Service Desk
- Location: Kochi
- Domain: FMCG – Consumer & Retail
- Qualification: Any Degree
- Experience: 3-5 yrs.
- Job Description with Roles & Responsibilities:
- Serve as the single point of contact for Global Clients and subsidiaries
- Primary responsibility is support and customer service. Being present and
- Available to clients requiring technical assistance
- Log all Incident/Service Request, allocating categorization and prioritization codes
- Collaborate with Client & Support teams to ensure customer queries are duly addressed
- Responsible for monitoring, operating, troubleshooting and restoring the service
- Escalate issues and involve SME’s wherever required in order to resolve the issues
- Become familiar with each client and their respective applications
- Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
- Respond to questions from all emails and callers
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
- Perform post-resolution follow ups for all incidents/problem requests
- Work in different shifts round the clock, 24X7 & adhoc support over the week-off
- Extraction of relevant MIS and document known issues
- Skillset:
- Experience to work in UNIX environments and follow clear directions provides to execute scripts
- Monitor batch jobs in UAT & Production environments
- Follow instructions to start / stop batch jobs
- Follow instructions to raise tickets and requests on system tool like for access
- Familiar with the principles of ITIL and SLA Management
- Should have exceptional verbal and written communication skills
- Should have exceptional interpersonal skills, with focus on listening & questioning skills
- Incident Management experience – Managing incidents including business expectations and communication
- Experience in Unix, MSSQL, Oracle 9i/10g/11g, MySQL is preferable
Full Time
