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Service Desk

This requirement is valid till 14-08-2020

Required Skills:

  Service Desk
Location:  Mumbai
Domain:  Healthcare Pharmaceutical & Life Sciences
Qualification:  Any Degree
Experience:  2-4 yrs.
Job Description with Roles & Responsibilities: 

n� Provide a single point of contact for the agreed IT infrastructure management services

n� Monitor the helpdesk tool for open and pending incidents

n� Receive incidents, service requests, queries, and change requests from Lupin’s end users or IT staff through one of the agreed modes of communication

n� Log tickets in the helpdesk tool on behalf of users making service requests over phone

n� Log tickets generated by alerts in the tools

n� For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix

n� Assign the incidents to appropriate technical group and categorize into appropriate severity or priority group

n� Provide Level 1 remote technical support for the issues pertaining to the services under scope of this SoW using knowledge base and standard operating procedures wherever possible.

n� Provide Level 1 remote technical support for the issue pertaining to Workflow application and route the incident to relevant support till and follow-up till closure.

n� Route calls to the appropriate support team such as user management group, mail management group etc.

n� Route calls to the vendors in case of issues pertaining to vendors

n� Follow up with Supplier or Lupin’s technical team for incident status and manage notifications and escalation

n� Update incident status to users periodically and as per the communication standards

Skillset:  Service Desk

2-4 Years Experience.


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