Service Desk - L2
Service Desk - L2
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Job Description
Mandatory Skills
Escalation Management Troubleshooting ITIL Process understanding
JOB RESPONSIBILITIES:
1) End to end incident and service request ownership Incident management problem co ordination vendor co ordination with agreed SLAs.
2) Service Ownership SPOC for all tickets (EUC & Infra)
3) Call logging Call Assignment Incident Management & Coordination Call Tracking and follow up till closure within agreed SLA.
4) Call Monitoring and escalation.
5) Remote Resolution of End Users and End Point Compliance Related Issues wherever possible
6) Resolving basic Calls / request of information on Phone at First Pickup
7) SLA compliance and MIS Reporting
8) Taking users sign off before closing any ticket.
9) Implementing best practices to reduce time and increase efficiency.
10) Receive classify and record all calls (in ITSM Tool) and emails issues from users.
11) Level 1 Single Point of Contact via telephone in English/Hindi. Primary mode of communication would be English.
12) Problem Management analyze incident histories identify and make recommendations for eliminating root cause issues.
13) Incident ownership monitoring tracking and communication with all parties.
14) Escalate tickets according to agreed SLOs/SLA.
15) Maintain updates of tickets in the tool and ensure data accuracy etc. if incorrectly defined by the users.
16) Call back the user and confirm the problem resolution after the call closure.
17) Publish Highlights trends recurring problems FAQs frequent users and training needs.
18) Continuous improvement in First Call Resolution (FCR) / Remote Resolution achievement ratio
19) Provide update on status of outstanding calls to end users.
20) JCB level EMail Management L1 Support for O365.
21) SOP Based Mailbox Creation/Group Creation.
22) Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail Traffic.
23) Escalation to JCB UK team for Deletion/ Modification/ Movement
24) Escalation to JCB UK team in case of issue in SOP based activities
25) Email Password Change assistance if requested by user
26) First Level Email Client troubleshooting.
Technical Skills/Knowledge requirement
1) Ticketing systems and remote support.
2) Advanced Troubleshooting.
3) Strong understanding of ITIL framework and best practices.
Employment Type
Full Time
Company Industry
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
