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Team Computers
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Service desk L1 Professionals

Service desk L1 Professionals

Team Computers

1 - 3 years

1 - 3 Lacs

kalol vadodara

Posted:1 month ago| Platform:

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Skills Required

ticketing operational support web technologies service desk end user support incident management management slas

Work Mode

Work from Office

Job Type

Full Time

Job Description

style="background: #fff;">Service desk L1

Location: Halol, Vadodra

Job Description

Experience: 1-3 years

Incident Logging

Log all the Incidents received either through Voice calls, email or through Web.

Categorize Incident & Service Request and Prioritize them based on the categorization & prioritization framework agreed with POLYCAB (End User Support Operations).

Log all Service Requests with activity & user details, categorize & prioritize them & forward them to appropriate unit for completion.

Assigns correct severity to the incidents and escalates Major Incidents as required.

Assigns ticket to other Support Group as required.

After Categorization & Prioritization of Incidents, Service Desk will assign the ticket to the respective person or group responsible for the resolution & will update & follow up the call till its closure.

Provide end-to-end ownership through the incident management procedure without breaching defined SLAs.

Communication & Coordination

For high priority incidents, respective stakeholders of POLYCAB would be alerted through notification via phone or email.

Service Desk will coordinate among various Team engineers & 3rd party vendors & Service providers for their solution of any incident or service request & own all Incidents & service requests till closure.

Follow Up

Manage the Service Levels and will do the necessary follow-up for the same with respective vendors as per the SLA.

Follow up with the internal IT Service groups & Operations of POLYCAB for maintaining the service levels as agreed within POLYCAB.

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