Service Desk

IT Infra Support
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  • This requirement is valid till 12-02-2022
  • Required Skills: Service Desk
  • Location: Kochi
  • Domain: FMCG – Consumer & Retail
  • Qualification: Any Degree
  • Experience: 3-5 yrs.
  • Job Description with Roles & Responsibilities:
  • Serve as the single point of contact for Global Clients and subsidiaries
  • Primary responsibility is support and customer service. Being present and
  • Available to clients requiring technical assistance
  • Log all Incident/Service Request, allocating categorization and prioritization codes
  • Collaborate with Client & Support teams to ensure customer queries are duly addressed
  • Responsible for monitoring, operating, troubleshooting and restoring the service
  • Escalate issues and involve SME’s wherever required in order to resolve the issues
  • Become familiar with each client and their respective applications
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
  • Respond to questions from all emails and callers
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
  • Perform post-resolution follow ups for all incidents/problem requests
  • Work in different shifts round the clock, 24X7 & adhoc support over the week-off
  • Extraction of relevant MIS and document known issues
  • Skillset:
  • Experience to work in UNIX environments and follow clear directions provides to execute scripts
  • Monitor batch jobs in UAT & Production environments
  • Follow instructions to start / stop batch jobs
  • Follow instructions to raise tickets and requests on system tool like for access
  • Familiar with the principles of ITIL and SLA Management
  • Should have exceptional verbal and written communication skills
  • Should have exceptional interpersonal skills, with focus on listening & questioning skills
  • Incident Management experience – Managing incidents including business expectations and communication
  • Experience in Unix, MSSQL, Oracle 9i/10g/11g, MySQL is preferable
Full Time

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