Roles and Responsibilities

• Knowledge of ITIL framework
• End-to-end incident and service request ownership, Incident management, problem coordination, vendor coordination with agreed SLAs.
• Service Ownership SPOC for all tickets (EUC & Infra).
• Call logging, Call Assignment, Incident Management & Coordination, Call Tracking, and follow up till closure within agreed SLA.
• Call Monitoring and escalation.
• Remote Resolution of End Users and End Point Compliance Related Issues wherever possible.
• Resolving basic Calls/requests of information on the Phone at First Pickup.
• SLA compliance and MIS Reporting.
• Taking user’s signoff before closing any ticket.
• Implementing best practices to reduce time and increase efficiency.
• Receive, classify and record all calls (in ITSM Tool) and emails issues from users.
• Level 1 Single Point of Contact via telephone in English/Hindi. The primary mode of communication would be English.
• Problem Management – analyse incident histories identify and make recommendations for eliminating root cause issues.
• Incident ownership, monitoring, tracking, and communication with all parties
• Escalate tickets according to agreed SLOs/SLA.
• Maintain updates of tickets in the tool and ensure data accuracy etc. if incorrectly defined by the users

Desired Candidate Profile

• Should have good communication skills in written & spoken English.

Perks and Benefits

• Permanent Job
• Two alternate Saturdays off every month
• Professional working environment