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Service Desk Administrator

Gurugram, HR
Job Code:
  • Banking & Finance
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Job Details

Log and capture incidents from all sources into ticketing system (ServiceNow) ensuring correct categorization and prioritization of IT issuesResolving IT incidents in order to restore service as quickly as possible using known error database. Escalation of tickets to other teams as requiredResponding to service requests, account administration, software installations and general application administration.**Connecting remotely to business partners computers to resolve issuesProvide 25 x 5 round the clock support to Platts business partners utilizing shift patterns*Ensuring 245 monitoring of Application Health and logs by automated scripts as well as by various monitoring tools (Nagios). Reacting to alerts, creating tickets and triaging as appropriate.Participation in the managing of major incidents via conference call, email and instant messaging systems. Composing and sending major incident notifications to business partnersYour SkillsTechnical skills Familiar with ticket management systems (ServiceNow preferred)Familiar with monitoring systems (Nagios - Naemon preferred)Knowledge of Windows 7 desktop, Windows servers, basic networking (TCP - IP)Experience supporting Microsoft Office - Office 365 especially ExcelKnowledge of Java, Acrobat, Web Browsers and instant messaging systems (Skype, Lync, Eikon, ICE Chat)Other skillsWell-developed English verbal and written communication skills.Candidate must be self-sufficient, driven, energetic with passion for technology, provide excellent customer support service, and have patience to work with users with different levels of technical knowledgeAble to operate under pressure and in time sensitive support environments.ITIL qualifications preferred but not essential.
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-8


Application Programming | Quality Assurance/Testing | System Administration | Systems Programming
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