Job Title:IT Helpdesk Coordinator
Location: Noida
Education:UG – Any Graduate – Any Specialization,PG – Any PG Course – Any Specialization
Name of the Company: Progressive Infotech Pvt Ltd
Job Description:
Service Desk is a single point of contact for users and he/she owns the call end to end
Logs every calls coming at the Call desk through web, email, phone and generate ticket Ids.
Prioritize calls based on severity definitions
Informs & updates Back end support team in case of Severity 1 call logged for server/Network
Receives calls, logs in CSM, allocates, and follows-up & on completion- updates record in system.
Takes confirmation from user and then only closes the call.
Efficient call Allocation to engineers based on their skill set.(assigning the right person the right call)
Updates user on engineer’s expected arrival time
Updates user on any delays either through Phone or through mails.
In case parts are required, Service Desk coordinates & communicates with the back end support/vendor with the technical help of site engineer to request for the right part
Tracks the delivery of spare part or stand by from back end logistics/vendor & ensures that defectives are returned against them in time.
Maintains In/Out entries (Challan & Gate pass)for each items related to IT
Responsible for all vendor call logging & follow up with vendors & in case there is possible SLA violation should escalate to project manager
Maintains all vendor call reports
Generate & submit the Daily/ Weekly/ other reports as per schedule.
Escalate calls in time to the respective people â€"Project Manager, SDM etc.
Do the follow-up with respective people, keep records updated, document every communication till the call closure
At any point of time Service Desk should be aware of the whereabouts of the engineers and team members.
Service Desk should be working in close synchronization with the back end Support Team so that all leaves & absenteeism are timely reported & backup can be arranged.
To take approval for new system installation, shifting and clearance from relevant departments & customer SPOC.
Ensure delivery of regular as well as on- demand reports to the relevant personnel as per the reporting agreement.
To maintain the latest Asset Inventory report for the project
To coordinate Inventory verification activity for the project
To coordinate & analyze Customer Satisfaction Survey
Help Desk area to be kept neat and tidy with Engineer’s contact detail, escalation matrix, vendor contact details ,severity chart & SLA definition readily available at the desk.
Desired Profile:
The candidate must be graduate/post graduate with IT Background.
The candidate must have excellent communication skills, positive attitude & open for coordination profile.
About the Company:
Progressive Infotech (Progressive) is a leading independent provider of IT Infrastructure Services encompassing Integration and Management of IT Infrastructure, through its robust world class delivery processes to varied corporations of high repute. Progressive has established its expertise in IT Infrastructure management by efficiently running the Infrastructure setups of several large Indian enterprises. With an Integrated Quality Management system that comprises ISO 9001:2000, ISO 20000 (previously BS15000) as well as ISO 27001 (previously BS 7799) standards, Progressive has redefined the way IT Infrastructure management is being practiced across the globe. The company?s wide array of services focus on helping enterprises chalk out the best IT Infrastructure strategies, ensuring minimized downtime, reducing total cost of ownership and delivering excellent customer service.
Walkin:
Date:4th Sep-8th Sep
Time:10 AM â€" 6 PM
Address:
Progressive Infotech Pvt Ltd
C 161 Phase II Extension
India
Contact Person: H R executive
Email Id: sanchita.sharma@progressive.in
Telephone:91-120-4393930
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