Job Description

Acknowledge and provide first line support for end user IT service requests/tasks, incidents and queries reported via Telephone, Email or ITSM tool (ServiceNow)
2. Provide first level support for all company owned end user IT devices.
3. Log tickets or updated ITSM (ServiceNow) records for all issues reported over phone.
4. Resolve all in-scope incidents and tasks as per the Standard Operating Procedure documents or KB articles.
5. Leverage help desk application tools and remote support tools for providing support.
6. Identify, categorize, prioritize and triage tickets to appropriate resolver groups, if the ticket is out of Command Centres support scope.
7. Provide preferential support to VIPs ( Executives, Executive Assistants, and other roles performing business critical functions) ensuring expedited response and resolution to their requests/issues.
8. Provide user access provisioning support for Active Directory namely password resets, termination, lockout issues, and account creation, access modification.
9. Provide first level desktop application support including desktop OS or Client approved software based on SOPs
10. Support Infrastructure and TMS related issues or queries as per the documented processes
11. Installs, Moves, Adds and Changes (IMAC): Confirm requirements, scope and acquire approval, assign to appropriate team, confirm schedule and verify completion.
12. Report ticket volume trends & SLAs on a weekly and monthly basis
13. Perform sample quality checks on up to 2% of monthly incidents and task tickets resolved by Command Centre
14. Share transactional quality audit findings and trends to Client on 3rd weekly call of every month, along with corrective and preventive actions.
15. Increase user awareness for the self-help options by creating and publishing end user guides.
16. Close calls with appropriate/defined resolution codes
17. Act as interface with other resolver groups in LTI in-case the incident or request resolution / completion time exceeds the agreed service levels.
18. Knowledge Management and Known Error documentation for Command Center teams
19. Record problem tickets and triage to the appropriate resolver groups in the ITSM tool
20. Raise Major Incidents and follow the MIM process mutually agreed between Clients.
21. Monitor Alerts, Raise and Execute Changes as per the documented processes.
22. Assist up to 5 users in a month to logon to a Dell Connected Config PC or an equivalent tool, in cases where the users are unable to travel to office for BAU support. Unused efforts will not be carried forward to the next month.

Ciel HR