Service Desk support engineer - Gurugram, India - IBCScorp

Description

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 HMCLs end-user

Receive incidents, service requests, queries, from Customers 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 SOPs, workarounds and error database and knowledge management system wherever possible