Website : www.microland.co.in
Job Role : Analyst – Service Desk
Eligibility : Any Graduate
Experience : 1 – 5 Years
Job Location : Bangalore
Walk-In Date : 13 Dec 2014
Walk-In Time : 10:00 AM – 01:00 PM
Microland”s Infrastructure Management Service (Desktop) is a time-tested and proven service offering focused on reducing your operational costs and ensuring maximized availability and performance of your IT. We have gained enormous process and operations maturity through a decade plus of experience in delivering onsite services to a host of customers across the globe. The experience gained from designing, building, and managing IT infrastructure solutions on heterogeneous platforms has been leveraged to provide this service to our global customer base.
Answering calls and emails of end users in a cordial, professional manner.
Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled.
Providing First-Call Resolution to issues faced by end users.
Route/Assign tickets to the appropriate support group, if necessary.
Identify and escalate high-severity, priority issues.
Updating Pending Tickets with timely, precise, accurate updates.
Research/look-up required information from available resources to handle end user issues, requests or queries.
Follow-up with end users, if necessary, for closure of pending tickets.
Follow-up with other support groups, if necessary, for closure of pending tickets.
Following-up with end-users for providing C-SAT feedback.
Submitting KB Articles on a daily/weekly basis.
Uploading the KB Article in Knowledge base.
Adhere to established Service Levels.
Adhere to establishes policies & procedures of the Service Desk and the Client organization.
MicroLand Limited, 1B,
Outer Ring Road,
Bangalore 560 103.