Help desk Analyst/ End User Support/ IT
- Acculogix software
- 3 - 6 years
- Bengaluru
- 5 years ago
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Job Description
Roles and Responsibilities- Creation / Assign / Escalation / Support Track, route Service Requests and Incidents to the respective Resolver group / Action Team
- Escalation against pending and SLA violated tickets
- Assigning the Incidents to the respective Resolver Group
- Service Request creation using global tool.
- Provide Application Support over Voice and E-mail.
- Regularly check the status with the support team on the ongoing requests and incidents
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Create and follow-up the tickets with Europe and local suppliers Regular Update Update requests / incidents in the tool.
- Update the Knowledge Base in the help desk tool
- Check the new requirement and update the new services in the local help desk tool
- Weekly pending ticket updates and follow-up Monitoring Monitoring the Service Requests and Incidents in ITSM Tool ( Summit / ServiceNow)
- Monitoring the SLA for the tickets raised in ITSM Tool
- Monitoring of Events in Summit, BPPM & Entuity Tools Reporting
- Preparation and submission of Daily, Weekly and Monthly report
- Get customer feedback on the closed requests and incidents Communication Communicate to the users on their requests and incidents status
- Assist with onboarding of new users Follow-up Follow-up with respective Team for the pending tickets in ITSM Tool
- Follow-up with global team for the global tickets or incidents Documentation Creation of Knowledge Base
- Document internal procedures
- Technical documents are per requirement Vendor Coordination Call logging with different venders for Support for hardware /software issues
- Follow up with the vendor for the open issues
- Required Skills Tool Knowledge Service Now,
- Remedy Semaphore and Summit Documentation MS Word, MS Excel and MS PowerPoint Reporting Weekly, Monthly and specific reports
- Communication Excellent English knowledge (Written and Oral), Politely speaking
Required Candidate profile
- Good Communication Skills
- Good oral and written skills.
Perks and Benefits
Not a constrain to the right candidate.Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Hardware, Technical Support, Telecom Engineering, Role Category: Technical SupportRole: Technical SupportEmployement Type: ContractEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any SpecializationDoctorate: Any Doctorate in Any Specialization, Doctorate Not RequiredContact Details:
Company: cculogix Software Solutions India (P) Ltd.Location(s): Bengaluru+ View Contact
Keyskills: Technical Documentation IT Helpdesk service desk it support Helpdesk End User Support Application Support Vendor Coordination Hardware
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