Fulltime Graduate degree
Workingknowledge of ITIL
Shouldhave very Good communication skills
Min1-2 years of experience in Deskside Support Services
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
d. Dispatch or transfer /escalate unresolved Calls, as
e. Track & follow-up with designated group,
service provider to ensure that service level commitments are adhered to.
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.
status recording for in scope systems with status information such as known
major incidents and estimated recovery times.
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.
assistance, establish and maintain Call prioritization guidelines and
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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