Job Description

Role: IT Service Desk Co-ordinator

Exp : 3-6 years

Notice Period : Immediate - 15 days

Location : Bangalore

Mode : On-Site

Skill set required:

\xe2\x97\x8f Technical competency as helpdesk Engineer & good in communication (Spoken and written English)
\xe2\x97\x8f Connects with the Decathlon values of Responsibility and Vitality.

:

\xe2\x97\x8f Provide first level support & service to Users ensure that service levels are achieved in line with set targets and that User expectations are met or exceeded.
\xe2\x97\x8f Take ownership of all User issues or logged service requests and provide appropriate resolution;
\xe2\x97\x8f Track the issues (Overall) to conclusion in line with SLAs and quality standards;
\xe2\x97\x8f Meet goals and KPIs as set by the line supervisor;
\xe2\x97\x8f Track and publish related reports.

Technical Skills required:

\xe2\x97\x8f Familiarity with Support Ticket & call center support system
\xe2\x97\x8f Operating Systems installation and troubleshooting skills
\xe2\x97\x8f Read and Analyze Application Logs
\xe2\x97\x8f Basic understanding of Network terms like IP addressing, DNS, Subnet, Vlan, Ping
\xe2\x97\x8f Software installation and basic troubleshooting knowledge
\xe2\x97\x8f Basic knowledge to troubleshoot wifi issues

for Service Desk :

3 Years relevant experience
Excellent Communication

At least 2+ years\xe2\x80\x99 total experience of working at a Service desk engineer Skills

Soft Skills required:

\xe2\x97\x8f Good in communication, collaboration and teamwork.
\xe2\x97\x8f Ability to able to triage quickly, prioritizing actions.
\xe2\x97\x8f Passion for sharing, learning and growing knowledge among peers.

Scope of Work :

1.The Helpdesk
2.Laptop & Desktop Support
3.Telecom Support (User side)
4.IT Asset Management (User side)
5.Patch Management
6.Operations of all Electronic Output devices like printers,scanners,Projector, TV,CCTV camera etc
7.First level Network Support
8.End User Computing Support (windows, Linux, Mac)

Duties & Responsibilities:-

\xe2\x97\x8f Be the first level for any technical or process issue ( L1 Engineers) raised by Decathlon internal Users, Ensure all Product and User problems raised by Users get a first response
and resolution within defined SLAs
\xe2\x97\x8f Manage and collaborate with third-party suppliers and ensure that their services and quality are in line with our expectations and enable us to meet or exceed our service levels.
\xe2\x97\x8f Gather important updates (tech and process ) , review the same for improvement by own practices and ensure all of these are shared with the team regularly.
\xe2\x97\x8f Understanding the crucial metrics at the team level and work to achieve them,Ensure that KPIs defined for engineers are monitored; actions taken to ensure targets are achieved.
\xe2\x97\x8f Ensure that practices and processes are followed, the same are standardized and documented. Ensure that these are continually improved to enhance support team
activities
\xe2\x97\x8f Ensure through continuous self learning and understanding best practices in order to provide a more effective and efficient service to our Users;
\xe2\x97\x8f Contribute to the success of the business and assist in improving the overall User experience within the team.

About CIEL HR :

CIEL Group is a holistic talent solutions provider, one destination for all your HR needs. We have been a reliable partner to clients of all sectors and sizes, in their growth journey. CIEL is led by the most experienced and talented workforce spread across 83 offices at 51 locations in India. CIEL Group includes brands like CIEL HR - India\xe2\x80\x99s largest recruitment and staffing company in terms of geo-spread, Jombay - India\xe2\x80\x99s largest Talent Assessment and Development platform, Integrum offering HfactoR, a unified HR Tech platform to manage end-to-end employee lifecycle in organisations, CIEL Technologies that offers Managed Services to optimise IT programmes, CIEL Skills and Careers that engages with various Government agencies as well as the CSR wings of corporates to mobilise students, train them \xe2\x80\x98Job Ready\xe2\x80\x99 and place them in meaningful jobs, Ma Foi Strategy that offers consulting services in the entire spectrum of HR, Growth, Payroll and Compliance areas.

CIEL HR is India\xe2\x80\x99s fastest growing HR services company (CAGR of 136% over the last 7 years), servicing ~400 companies across industry sectors for their Temporary staffing needs and 2600+ companies to find the right talent for their Permanent positions. It finds talent for companies in the industry sectors of Manufacturing, Energy, Infrastructure, IT & Outsourcing, Pharma, Financial Services, Consumer Products and Services. Over the last 8 years, CIEL has recruited 1,20,000+ people across levels and functions.

Ciel HR