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Service Desk Coordinator - IT

Gurgaon, HR
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Job Details

Able to Manage the IT Support Desk / Service DeskManaging the ticket life-cycle, Ticketing tool, TAT, SLAs.Managing the IT Request, IT Incidents, Severity and Priority issues.Able to generate daily /weekly/Monthly reportsAble to handle day to day emails , phone calls , chats and create tickets.Able to create tickets , assign tickets , follow ups and coordination for closures.Able to Manage the support on google chrome remote desktop , etc.Should understand the Operations and IT Function to support effectively , proactively and get issues fixed.Take Ownership, be Proactive , Analyze and Sense Business Impact and Control the IT Support Desk /Service Desk in terms of IT Support and end user satisfaction.Should have Knowledge to on troubleshooting Laptops and Desktops hardware issues for assigning tickets.Able to Manage Vendors for support / Repairs / Services and coordination.Should have knowledge of Basic Network Check , Switches , Firewalls , Access Points etc to identify issues and assign tickets to IT Infra and Network Team.Ping and Trace details and snapshots with problem errors to create tickets and assign to IT Engineer / Network engineer / Server Administrator.Skills Required Familiarity with the fundamental principles of ITIL/SLA.Good written and oral communication skills. Good interpersonal skills, with a focus on listening and questioning skills.Support for computer hardware and any authorized desktop software Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the networkWhen the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members Develop trends by monitoring and analyzing incoming calls, problems and support requestsField incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issuesPrioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician Identify and learn appropriate software and hardware used and supported by the organization Perform post-resolution follow ups to help requestsReinforce SLAs to manage end-user expectations
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-4


Application Programming | Database Administration (DBA) | Desktop Support | Software Engineer
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