Hi we are looking for Service Desk Engineer in Bangalore Location.

Required : Male Candidates.

Qualification: Any Qualification.

Sr.No Activities

1 Provide a single point of contact for the agreed IT infrastructure management.

2 Develop and maintain Service Desk Operational Procedures, Processes & Documentations.

3 Monitor the Service Desk tool for open and pending tickets and publish reports as agreed.

4 Receive incidents, service requests, queries, from Bharti AXA Life Insurance ’s end users or IT staff

5 ough one of the agreed modes of communication

6 Log tickets in the Service Desk tool on behalf of users making service requests over phone and /or email

7 For all logged tickets, record / update the correct category, severity, problem description, and user information as per the predefined matrix

8 Assign the incidents to appropriate technical group and categorize into appropriate severity or Priority group

9 Route calls to the vendors in case of issues pertaining to vendors

10 Follow up with the vendor or Bharti AXA Life Insurance ’s technical team for incident status and manage notifications and escalation

11 Update incident status to users periodically and as per the communication standards

12 Escalate issues / tickets which are going beyond the service levels

13 Escalate issues pertaining to relevant IT vendors (as per the scope) non-performance or delays

14 Escalate issues pertaining to user’s non-availability or non-cooperation

15 Service Provider must maintain the escalation matrix and update periodically.

16 End point support for Desktop / Laptop / Tablet / Mobiles – Windows / Linux / MAC / Android /Active directory

17 Regular End user communication on IT Best practices and user processes.

18 End user device application / OS / System upgrade to be performed as per compliance policy and requirements

19 Hardening for all the Asset make & models for OS images & applications.

20 OS & Application Installation – Manual and automation

21 1st Level hardware troubleshooting and hardware installation if part is available

22 Desktop level compliance to be maintained along with evidence & Report (AV, DLP, OS Patching, SCCM, Bitlocker, Application version, etc.)

23 SCCM Management for End points

24 Backup for critical endpoints (VIP users)

25 Support for POC, testing & New Implementation

26 VC Support

27 Maintain Asset Inventory location wise

28 MDM administration & management

29 Technical support to VIP users extended to their place other than office premises as well

30 Branch location Tape drive hands and leg support and Tape management

31 PowerBI IAM Support vendor management

32 Ensure Proper training and handover of new resources

33 Ensure andherence to defined process and escalation matrix

34 Ensure quality deliverables specially the daily, monthly, weekly reports

35 Ensure proper participation of SD leads in standup calls and meetings

36 Ensure proper communication between SD and other support groups

37 The Service Desks will run on a 24X7 basis and will cater to all Bharti AXA Life Insurance group end users calls

38 The Service Desk will log all tickets coming from web, phone & email using service management tool proposed as a part of the tooling solution for ticket logging, assignment & tracking

39 The Service Desk analyst upon receiving the call will classify the incident into applications or infrastructure category and will perform first level troubleshooting on the ticket following a Standard

40 Operating Procedure (SOP) / Runbook based incident management process

41 A tool based communication to be sent to end user intimating the ticket status.