Technical Consultant

Orange Business Services

3 - 9 years

6 - 7 Lacs

mumbai

Posted:Just now| Platform:

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Skills Required

it services ticketing usage helpdesk networking trend analysis it infrastructure routing vendor statistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Providing a Single Point of Contact (SPOC) for assistance with all the Services, and wherever possible, performing resolution of problems as a point of contact
The Help Desk will provide assistance for User problems or requests related to the IT Services, acting as the point-of-contact and coordinating trouble ticket numbers
Determining the Severity level to be assigned to problems at the time they are reported, according to criteria agreed with Vendor to accurately reflect the business impact of the problem
Opening trouble tickets according to the severity levels defined, routing the same to the appropriate entity for resolution, track the progress of problem resolution efforts, escalating problems to the appropriate levels for resolution, and closing them upon confirmation by the affected User that the problem has been resolved
Recording, tracking, and updating problem ticket information using an integrated, cross-platform, cross-location problem tracking and reporting system
Communicating pertinent information regarding problems and associated progress and making such information freely available to all relevant parties
Implementing processes to record and track problems reported directly to on-site personnel where applicable
Providing an estimated time to completion for problems and, where applicable, interim workarounds
Providing statistics, reports and trend analysis and recommend appropriate actions to improve the capacity of Users to use the IT Infrastructure to effectively and efficiently meet the business needs of CPIL and achieve a reduction in the number and the ratio of high severity level problems of the calls received at the Help Desk

Providing a Single Point of Contact (SPOC) for assistance with all the Services, and wherever possible, performing resolution of problems as a point of contact
The Help Desk will provide assistance for User problems or requests related to the IT Services, acting as the point-of-contact and coordinating trouble ticket numbers
Determining the Severity level to be assigned to problems at the time they are reported, according to criteria agreed with Vendor to accurately reflect the business impact of the problem
Opening trouble tickets according to the severity levels defined, routing the same to the appropriate entity for resolution, track the progress of problem resolution efforts, escalating problems to the appropriate levels for resolution, and closing them upon confirmation by the affected User that the problem has been resolved
Recording, tracking, and updating problem ticket information using an integrated, cross-platform, cross-location problem tracking and reporting system
Communicating pertinent information regarding problems and associated progress and making such information freely available to all relevant parties
Implementing processes to record and track problems reported directly to on-site personnel where applicable
Providing an estimated time to completion for problems and, where applicable, interim workarounds
Providing statistics, reports and trend analysis and recommend appropriate actions to improve the capacity of Users to use the IT Infrastructure to effectively and efficiently meet the business needs of CPIL and achieve a reduction in the number and the ratio of high severity level problems of the calls received at the Help Desk

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