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Service Desk

This requirement is valid till 01-10-2020

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

 Monitor the helpdesk tool for open and pending incidents

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

Log tickets generated by alerts in the tools

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

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

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

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.

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

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

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

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






Skillset:  Service Desk

2-4 Years Experience.







 

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