Service Desk Engineer - Pune - Future Focus
- Future focus
- 1 - 4 years
- Pune
- 5 years ago
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Job Description
Provide a single point of contact for the agreed IT infrastructure management services Develop and maintain Service Desk Operational Procedures and Processes
Monitor the Service Desk tool for open and pending tickets raised by end users
Receive incidents, service requests, queries, from end users through one of the agreed modes of communication
Log tickets in the Service Desk tool on behalf of users making service requests over phone and /or email
For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix
Provide call resolution as per the SOPs, workarounds and error database and knowledge management system wherever possible
Route calls to the vendors in case of issues pertaining to vendors
Incident Status and Notification
Update incident status to users periodically and as per the communication standards
Escalate issues / tickets which are going beyond the service levels
Escalate issues pertaining to relevant IT vendors (as per the scope) non-performance or delay sn
Maintain up-to-date information on the contracts, vendor contacts, management contacts, SLA matrix, severity, and categorization matrix
Notify the CUS lead in case of system or equipment failures, or of an emergency, according to the Service Desk Procedures Manual or Standard incident Management process
Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times
Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation matrix
Maintain ticket prioritization guidelines and escalation flow
Maintain Help Desk / SPOC operational processes and procedures
Generate various MIS reports as per requirements from time to time available directly from the Service Desk tool.
if interested please share your profiles on fa*****s@fo*****e.com
Regards,
Farhan Shaikh
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Software - Application Programming, Maintenance, Role Category: Admin/Maintenance/Security/DatawarehousingRole: Admin/Maintenance/Security/DatawarehousingEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: M.Tech in Electrical, MS/M.Sc(Science) in Electrical EngineeringDoctorate: Doctorate Not RequiredContact Details:
Company: Future Focus InfotechLocation(s): Pune
Keyskills: Service Level Service Desk Incident Management Management Services Knowledge Management IT Infrastructure Management MIS Reporting
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