About the Job

Skills

experience - 2 to 5 years

• Skill Set - Knowledge of microsoft and google products including OS, Office, emails. End user desktop/laptop software, installations, uninstallations, Using ITSM for registering and tracking the issues till clousure.

• Provide a centralized and a single point of contact for the agreed IT infrastructure management services

• Develop and maintain Service Desk Operational Procedures and Processes

• Monitor the Service Desk tool for open and pending tickets raised by HMCL’s end-user

• Receive incidents, service requests, queries, from Customer’s end users or IT staff through one of the agreed modes of communication.

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

• For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix.

• Assign the incidents to appropriate technical group and categorize into appropriate severity or priority group.

• Provide call resolution as per the SOP’s, workarounds and error database and knowledge management system wherever possible