Job Description:

Service Desk- Rookie

  • The Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW
  • The incumbent will receive calls during the assigned period and adhere to break schedules and use the appropriate Aux as applicable
  • He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents
  • Incident Management
  • Prepare incident MIS as per requirements
  • Ticket re-assignment to PRG s if ticket unresolved by L2 (where ever applicable)
  • Routing / Chasing of tickets with other PRG s
  • Proactive Remedy Queue Management
  • Problem 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
  • Tracking resolution and updating KB
  • Callback the user and confirm resolution (where ever applicable)
  • Administrative Task
  • Proactive Remedy Queue Management

Roles & Responsibilities:

Minimum Experience Required: Freshers

Mandatory Skills: TIS Service Desk

Language Skills: English Language

Walk-in Location:

  • Mumbai
  • Pune

Walk-in Date & Venue:

Date: 08-SEP-2018

Address: Wipro Ltd, 7th Floor, A Wing, Kensingtone Tower, Hiranandani, Powai, Mumbai.

Date: 08-SEP-2018

Address: Plot No.31 MIDC, Pune Infotech Park, Ph-2 Hinjewadi, Pune, Maharashtra 411057

Job/Req. ID: 629357

Job Title: Administartor – IMS – Service Desk Monitoring-L2.1

Work Location: Airoli

Walk-in Location: Mumbai & Pune

Experience: Freshers (0-4 Years)

Mandatory Skills: TIS Service Desk

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