Greetings from Precision!!!
Direct Interview Call for Systems Engineer on 3rd to 7th October17 (Tuesday to Saturday) at Pune.
C- 11,Ground Floor,
Dyaneshwar Paduka Chwak,
Registration time slot :9 AM to 5 PM
Contact Persons: Ravi Chavan
Contact No: +91-020-41200052
Job Service Desk Executive & Asset Executive
Role Incident Management & Asset Management
Support Level L1
Job Locations Pune
Requirement Immediate Need
Experience: 1 to 5year
Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc)
Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency and impact
Allocate the incidents / service requests / change request
Monitor, track and update the progress status of all incidents and service requests.
Escalate incidents / service requests which are going beyond the agreed service levels
Record customer complaints and inform the concerned management staff for appropriate actions
Logging and tracking incidents / service request that require resolution from suppliers.
Notify IT users & on site engineers with progress status of all queries, incidents, service requests, change requests and complaints.
Finally preparing daily report for all the logs taking under the operation.
Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy tool
Providing telephonic assistance to end users where ever possible for the first level telephonic support
Logging end users IT complaints in the call logging tool
Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA)
Tracking end users IT complaints till closure with the support of Technical Support Engineers
Timely triggering of escalation to technical team and Supervisor before the response and resolution violations
Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups with location engineers and end users
Analysis of call reports and end users feedback
Preparation of engineer productivity report
Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer with in the agreed timeliness
Facilitating and providing back end support to supervisor for conducting Customer Satisfaction Survey (CSAT) biannually
Maintaining & Monitoring all location engineers in time and out time using in house HRIS tool
Timely sending of engineers absence report to supervisor, location customer and business customer in the agreed template
Salary: INR 70,000 - 2,00,000 P.A.
Industry: IT-Hardware & Networking
Functional Area: IT Hardware, Technical Support, Telecom Engineering
Role Category: Technical
Role: Customer Support Engineer/Technician
Employment Type: Permanent Job, Full Time