Service Desk Lead

0 years

0 Lacs

Posted:1 week ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Dear Candidate,


Service Desk L2 Lead


GRADE/ ROLE/ SALARY



Analyst would be responsible for handling L2 issues reported with the Apps & Infra Helpdesk, which may include, but not restricted to the following:

  • Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information
  • Tracking and classifying incoming incidents or service requests, attempting initially solutions
  • Provides initial assessment of categorization and prioritization for reported Incidents and
  • Service Requests and provides initial support, targeting a higher level of first contact resolution
  • Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
  • Perform hierarchical escalation to Service Desk Management and Incident Management
  • Provide communication to end users concerning the status of Incidents, Service Requests and Changes
  • Compiles data through Incident entry that will be used for management information and reporting
  • Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
  • Provide input to Service Desk Management regarding Continuous Improvement opportunities
  • Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly

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HCLTech

Information Technology Services

New Delhi

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