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Service Desk Lead

4.00 to 6.00 Years   Chennai   24 Aug, 2023
Quess Corp (Magna Infotech)
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    Service Desk LeadExp- 4 to 6yearsLocation- ChennaiNp- 15days to Immediateservice Desk Engineer DeliverablesProvide a single point of contact for the agreed IT infrastructure management servicesMonitor the helpdesk tool for open and pending tickets raised by Customers end-user.Receive incidents, service requests, queries, and change requests from Customers end users or IT staff through one of the agreed modes of communicationLog tickets in the helpdesk tool on behalf of users making service requests over phone and /or email.Log tickets generated by alerts in the tools.For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrixAssign the incidents to appropriate technical group and categorize into appropriate severity or priority groupProvide Level 1 remote technical support for the issues pertaining to the services under scope of this SoW using knowledge base and standard operating procedures wherever possible.Route calls to the appropriate support team such as user management group, mail management group.Route calls to the vendors in case of issues pertaining to vendorsIT communication on New tips must be broadcasted by Service Desk. The template and update can be created and reviewed two weeks in advance with ClientFollow up with Client or Customers technical team for incident status and manage notifications and escalationUpdate incident status to users periodically and as per the communication standardsWatson Analytics Explorer will be used for service desk tickets Analytics quarterly.

Keyskills :
service deskservice integrationservice implementation

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