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Desktop Support Engineer

This requirement is valid till 20-02-2019

Required Skills:

  Desktop support
Location:  Chandigarh
Domain:  Engineering Automobile & Manufacturing
Qualification:  Any Degree
Experience:  1-2 yrs.
Job Description with Roles & Responsibilities: 

Desktop Engineer

Fulltime Graduate degree

Workingknowledge of ITIL

Shouldhave very Good communication skills

Min1-2 years of experience in Deskside Support Services 

Skillset:  Desktop Support Engineer
1-2 years experience 
Additional Inputs: 

a.       Receive, respond and log the calls using IBM provided tool and try to resolve the calls on phone.

b.      Initiate a Call record. A Call record may include information such as End User information, Call record number, date and time opened, service requested, problem description or symptoms, Call assignment, Call status, and Call resolution and closure information.

c.       Classification of calls and referral to appropriate agency /group

d.      Dispatch or transfer /escalate unresolved Calls, as appropriate

e.      Track & follow-up with designated group, service provider to ensure that service level commitments are adhered to.

f.        Provide status on Calls.

g.       Dispatch/arrange for on-site support, if required, for problem determination and/or resolution.

h.      Notify the IBM Focal Point of systems or equipment failures, or of an emergency, according to the Procedures Manual.

i.         Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times.

j.        Interface with and coordinate problem determination and resolution with the IBM Focal Point and/or Third Party service providers.

k.       Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation procedures the Procedures Manual defines.

l.         With IBM assistance, establish and maintain Call prioritization guidelines and escalation procedures.

m.    Maintain Help Desk / SPOC operational processes and procedures provided by IBM

n.      Maintain an escalation/notification contact list of Vendor Focal Point, including names and telephone, pager, fax numbers, and provide to IBM for distribution.

o.      Communicate to the IBM Focal Point on available Services and the procedures for accessing each Service.

p.      Develop/ generate MIS reports as per IBM specified requirements on periodic basis.

 

 

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