Service Desk Coordinator

Future Focus Infotech Pvt. Ltd.
  • Mumbai
  • 1-2 lakh
  • 1-4 years
  • Views
  • 04 Apr 2018

  • IT/ Information Technology

  • IT/ Technology - Hardware & Networking
Job Description

Experience: Fresher / 0.6 to 1 + Yrs Skill: Experience in Service Desk Coordinator Experience in 1> Around 0.6 to 1 year experience in Service Desk Coordinator 2> Experience in handling Service Desk Coordinator role like (IT Call Logging, Mail Supporting, Raising Tickets) 3> Hands On Experience in SLA Receive, respond and log Incidents & Service Request using IBM provided tool and try to resolve the calls on phone. Initiate 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. Classification of calls and referral to appropriate agency /group Dispatch or transfer / escalate unresolved Calls, as appropriate to correct resolvers Track & follow-up with designated group, service provider to ensure that service level commitments are adhered to. Provide status on Calls to all Stakeholders Dispatch/arrange for on-site support, if required, for problem determination and/or resolution. Notify the IBM Focal Point of systems or equipment failures, or of an emergency, according to the Service Desk Procedures Manual or Standard IBM Incident Management. Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times. Interface with and coordinate problem determination and resolution with the IBM Focal Point and/or Third Party service providers. Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation procedures the Procedures Manual defines. With IBM assistance, establish and maintain Call prioritization guidelines and escalation procedures. Maintain Service Desk / Engineers operational processes and procedures provided by IBM Notice Period: Immediate Job location : MumbaiĀ  (Powai)

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Executive Delivery

About Organisation

Future Focus Infotech Pvt. Ltd.