Hiring For IT Helpdesk, Call Coordinator
- CMS It Services
- 1 to 3 Yrs
- Mumbai
- 5 years ago
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Job Description
Greetings From CMS IT Services !!
We are hiring for the role of "Service Engineers". Interested candidates can send in their resume for the rounds of discussion.
Share your resumes at - Karuna Bali - ka********i@cm**********s.com
Note - Own Vehicle should be there.
Job Location - Mumbai
Experience - 1-3 Years
Qualification - Graduate
Job Description -
- Provide a single point of contact for the IT support services.
- Receive incidents, service requests, queries, from customer's end users through the agreed modes of communication.
- Log tickets in the service desk tool on behalf of users making incidents or service requests over phone, WhatsApp number, MS Teams chat and /or email
- For covering WhatsApp support, ABFRL will only provide required SIM cards and telephone set should be provisioned by CMS IT
- Log tickets generated by alerts in the tools on intimation.
- Provide FCR across issues/requests for ABFRL IT landscape
- Cary out 1st level of troubleshooting and if unable to resolve, assign to relevant support group if not resolved.
- Route calls to the appropriate support team /resolver groups
- Route calls to the service providers in case of issues pertaining to service providers
- Route service requests to the appropriate teams
- 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 service providers (as per the scope) non- performance or delays
- Provide remote support to resolve the tickets
- Follow up for closure of all open tickets
- Generate various MIS report as per specified requirements from time to time
- Administer and manage the ticketing tool and facilitate customization requirements
- IVR system / Call desk management for service desk agents as required
- Continuously improve the FCR by building the knowledge base or bringing in automation
- Provide regular analysis on ticket trend and report Top issues /Service request on Weekly and Monthly basis for all IT related issues
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Technical Support / HelpdeskFunctional Area: Not ApplicableRole/Responsibilies: Hiring For IT Helpdesk, Call CoordinatorContact Details:
Company: Cms It ServicesLocation(s): Mumbai
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