Helpdesk Executive

Accept Incidents / requests from workplace users for in-scope workplace support services through agreed modes / channels of communication.

Log Incidents / requests in IT Service desk tool, onbehal of workplace users reaching to service desk through phone, email or web console of ITSM tool provided by bank.

Ensure the tickets are recorded with correct category, severity, description, and workplace user information as per the predefined matrix.

Assign incidents / requests to appropriate technical resolver group and categorize into appropriate severity or priority group.

Route incidents to the vendors, in case of incidents pertaining to vendors (For DC, Network, security and application support services. End-user workplace tickets to be managed by Bank's end-user support vendor).

Follow up with Kyndryl or Bank's technical team for incident / request status and manage notifications including necessary escalations.

Interface with and coordinate problem determination and resolution with the Bank SPOC, vendor or Third Party service providers, where applicable.

Provide status reporting with status information.

Notify the users, periodically, on the ticket status

Notify the Bank's SPOCs in case of an emergency.

Only Male Candidates are Required,

Location: Navi Mumbai

Salary :2 LPA only

1-2 Years

Helpdesk

ITIL Knowledge