Service Desk Agent
- MNC IT company
- 2 headcount available
- 12 months contract, renewable
- 24 x 7 shift work, 12 hours shift and office hours on a rotational basis
- Working hours: 8 am to 8 pm or 8pm to 8 am
- Work location: Depot Close
The Opportunity
- Provide Single Point of Contact (SPOC) assistance across all the tickets which get logged at Service desk
- Log incidents with First Call Resolution (FCR) for the service requests received via incident logging tool, phone and emails,
- The Tickets received at the Service Desk would be categorized into P1, P2, P3 & P4 as per the definitions.
- Prioritize and resolve the incidents as per the defined Severity matrix,
- Monitor the service desk tool for open and pending incidents,
- Categorize and assign the incidents to appropriate technical group and align to respective severity / priority group,
- Route calls to the vendors in case of issues pertaining to vendors,
- Follow-up with technical team of HPE towards incident status and manage internal / external notification and escalation,
Escalation
* Escalate issues / tickets which are going beyond the service levels,
* Escalate issues pertaining to vendors non-performance or delays,
* Escalate issues pertaining to users non-availability or non-cooperation,
* Escalate issues pertaining to vendors non-performance or delays,
* Escalate issues pertaining to users non-availability or non-cooperation,
- Track all the issues and send status updates on the progress
- Prepare MIS for the Tickets,
- Maintain up-to-date information on the customer contacts, vendor contacts, management contacts, SLA matrix, Severity and categorization matrix,
- In case of problem not resolved remotely and required physical visit such case the team will coordinate with customer's onsite team for problem resolution.
- User Provisioning and Deprovisioning and assurance of IT eligibilities within a day of user joining, profile change or exit,
- User notification about ticket progress at regular intervals or about major system/network outages,
- Participation in the knowledge management process
- Verification, qualification and recording of knowledge items
- Problem analysis, action steps, and resolution are documented in the ticket tool.
- Provide Level 1 support for all End User Issues pertaining to applications (In-Scope), Operating System , Printing, Office Automation Tools;
- Manage any application/software installation of End user devices;
- Configuration of End user devices, Messaging, Office Automation applications etc.,
- Installation of software and troubleshooting related problem, OS support - configuration, Reinstallations etc.,
- Installation of office automation applications,
- Download, Test and update the critical Patch released by OEM vendors post approval from customer,
- Troubleshoot for the End user problems reported
- Provide End user support such as OS configurations, Installation of printer/peripherals configurations, virus cleaning and restore of the OS after failure,
Your Background
- Experienced in troubleshooting IT related issues
- Level 1.5 Service Desk Agents (24 x 7 shift work, 12 hours shift and office hours on a rotational basis)
Interested candidates please submit your CV to mayanne.ramos@peoplebank.asia or apply online.
