1.0 - 5.0 years

0 Lacs

hyderabad, telangana

On-site

As an individual responsible for Incident & SR Management through CRM tool, your primary focus will be on efficiently resolving issues and requests using Service Now. You will also play a key role in managing End User Experience by interacting with users professionally, addressing their needs promptly, and ensuring their satisfaction. In addition, you will be involved in End Point Readiness activities such as Imaging, Media Sanitization, Reimaging, Quality Control, and Labelling. Your support will extend to IMAC tasks covering a range of devices and peripherals including Laptops, CBs, MacBooks, Desktops, Printers, and Scanners. Your role will also encompass providing End Point Support both remotely and at users" desks, offering initial Hardware, Operating System, and Application assistance. This will involve troubleshooting issues on various devices and operating systems including Windows and Mac OS, as well as standard applications. Furthermore, you will be responsible for End Point Redeployment tasks which may involve Part or Unit Replacement, Media Sanitization, Quality Control, and reimaging whenever necessary. Liaising with Vendor Partners for Warranty Coordination and Escalation with OEMs or partners will also fall within your purview. Your routine responsibilities will include conducting Scheduled Activities such as checks in Training Rooms, Video Conference Rooms, Data Centers, and other related areas. It is essential for you to be aware of Metrics and SLA's to ensure service quality and compliance. To qualify for this role, you are required to have a Graduate degree or a 3 Years Diploma in Electronics & Communication or Computer Engineering, along with 1-2 years of relevant experience. A good understanding of ITIL Best Practices, domain knowledge, and technical proficiency will be advantageous. In terms of soft skills, you should possess a strong Customer Service and Problem-Solving attitude. Effective communication skills in English and the local language are essential, and the ability to work under pressure and meet deadlines is crucial to excel in this position.,

Posted 1 month ago

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Smart Hand Resource (L2) TECEZE

3.0 - 7.0 years

0 Lacs

delhi

On-site

As an integral member of the IT support team, your primary role will be to ensure seamless Incident & Service Request Management using the CRM tool, specifically ServiceNow. You will be responsible for providing exceptional End User Experience by promptly addressing their issues and requirements in a professional manner. Additionally, you will extend Executive Support by resolving their IT-related concerns swiftly and leaving a positive lasting impression about our IT services. Your duties will also include providing Onboarding Support to new users, ensuring a WOW experience by facilitating Day 1 asset issuance and readiness. Moreover, you will be involved in End Point Readiness activities such as Imaging, Media Sanitization, Reimaging, QC, and Labelling to maintain the efficiency and security of endpoint devices. IMAC (Install, Move, Add, Change) Support will be another key responsibility where you will handle a variety of devices and peripherals including Laptops, CBs, MacBooks, Desktops, Printers, and Scanners. You will also provide End Point Support both remotely and at deskside, offering first-level hardware, operating system, and application support across different platforms such as Windows, Mac OS, and standard applications. Furthermore, you will play a crucial role in End Point Redeployment activities which may involve Part Replacement, Unit Replacement, Media Sanitization, QC, and reimaging as necessary. Your Vendor Partner Liaison duties will entail coordinating warranties and escalating issues with OEMs or partners. You will extend your support to Data Center and Telecom activities, providing hands-on assistance in incidents, service requests, changes, and new infrastructure projects. Your involvement in new transitions and infrastructure projects will be essential wherever Hands & Feet support is required. Your responsibilities will also encompass Scheduled Activities related to Training Rooms checks, VC Rooms Checks, DC Hygiene Activities, and others. Additionally, you will be responsible for IT Asset Management Support, ensuring the proper management of IT asset lifecycle through the HAM Pro tool. To excel in this role, you should have a Graduate degree or a 3 Years Diploma in Electronics & Communication or Computer Engineering, along with 3-4 years of relevant experience. Possessing ITIL Ver 3/4 training will be beneficial, and certifications in this area will be an added advantage. Strong domain knowledge, technical orientation, and soft skills such as customer service, problem-solving, and excellent communication in English and the local language are essential. You should also be capable of delivering results within tight timelines and have a good understanding of metrics and SLAs criticality.,

Posted 1 month ago

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