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Job Title- Service Desk
Functional-
Industry-
Location-
Experience Range- - Years
About Us
We are a startup which is being steered by a young leadership team of two which will soon be three, carrying a collective experience of over 30 years in various facets of Human Resource Consulting, for clients in India and overseas. Our intent behind starting Executive 81 is to build eight strategic solutions under one roof and establishing as a ONE STOP HR Consulting organization in true sense. To start with we are initiating with Mid to Senior level Search (Permanent Hiring), an online-offline Hybrid solution called Work-Streets and a set of three Trainings – Recruit Pro, Finishing School & Niche Skill IT. We only plan to grow these units & create excellence in everything we do during the first 3 years till 2015. After that we will branch out into sub business units of growth & stay ali
Roles and Responsibility

Level 1 Service Desk,

 

?Excellent Soft Skills, Desktop, Network, Hardware, Remote VPN troubleshooting.

?         Installation, troubleshooting and configuration of Windows XP / Vista / win 7 Operating Systems  Installation, configuration of MS office suit (All Versions)

?         Configuration and tweaking of Desktop Services

?         MS Vulnerability assessment and Implementations

?         Outlook configuration / troubleshooting

?         Exchange / SMTP / POP

?         Citrix client Installation / configuration / troubleshooting

?         3rd party application configuration and troubleshooting

?         Logical skills to troubleshoot customer / proprietary applications

?         Basic IP addressing and network topology

?         Fair knowledge on Active directory and its structure

?         Fair knowledge on server services

?         DHCP, DNS, IIS, ISA

?         Fair knowledge in Blackberry / RSA / Citrix administrative controls

?         Knowledge of mobile devices and functionality (Blackberry / I-phone / Other phones & PDA?s used for corporate E-mail)

?         Configuration and troubleshooting of desktop, network, multi-function printers

?         Configuration and troubleshooting of scanners, copiers and other IT peripherals

?         Configuration and troubleshooting of mobile devices like Blackberry, I-phone, any smart phone which has E-mail management Responsibility & Metrics

?         Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received

?         Prioritizing, Categorization of ticket and taking remote capture to resolve

?         Providing ticket number to user via phone, E-mail

?         Key in the appropriate and timely log notes in the ticket as and when there are findings / updates

?         Updating users on the ticket progress

?         Allocation to desk side support if desk side intervention required

?         Following up of ticket to closure

?         Reduce Turnaround time and increase computing time

?         Checking KB for Known errors

?         Closure of tickets in the CRM tool

?         Escalating to customer / end users as appropriate

?         Escalating to ML operations team

?         Tracking of mails and logging tickets accordingly

?         Responding to mails with updates on the Same business day and providing reports as and when required

?         Logging Incident in other tools if applicable

?         Preparing Incident checklist

?         Updating the customer on ticket progress

?         Generating new articles for Knowledge Base and publishing the same

?         Provide reference of relevant ticket

?         Monitor and record the IT downtime for individual / shift

?         Shift Hand over / take over

?         Adherence to SLAs and all the KPI metrics derived for individual, Role, program

?         Improvements to call response / resolution / TAT

Inputs to the customer on Call trend , numbers & category with possible root cause

 

 

Desired Candidate