(Freshers) Technician - TIS Service Desk @ All India
Job Position : Technician - TIS Service Desk
Job Code : T151881
Country : India
Relevant Experience (Yrs) : Freshers
Skills : TIS Service Desk
Experience Required (Description) :
• TIS Service Desk(L1)-Knows to use Ticketing and Monitoring tool, concept of queues, creation ofticket, modification/updating tickets,assigning tickets to various resolver groups,eliciting CSATs,Monitoring of alert logs, scheduled jobs, backup jobs.Should be able to do carry out preliminary analysis of alerts/incidents and service requests with assistance from seniors. Should demonstrate an effective usage of knowledge base in improving FCR and the response time.Should be aware on the Service desk metrics (SLAs), tracking and reporting of the same. Should have exposure in handling interactions with customer direct and score better CSATs.
Roles & Responsibilities :
• The incumbent will be responsible for Service ticket creation / assignment / prioritization / escalation / tracking / closure and feedback as per defined SLA in the SOW. He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the incidents. Prepare incident MIS as per requirements.Proactive Remedy Queue Management.Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation. Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (where ever applicable)
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