Freshers Jobs India

Service Desk Engineers Openings with IBM Mumbai-Future Focus Infotech

November 30th, 2010 Posted by VFreshers

About Company :
A top MNC is recruiting Service Desk Engineers

Job Position : Service Desk Engineer with IBM in Mumbai

Experience : 1 – 2 Years

Job Location : Mumbai, Mumbai Suburbs, Pune

Job Details :
We are having an urgent opening for Service Desk Engineer with one of our client which is a CMM level 5 company.
Communication should be very good
Initially you will be working on Future Focus payroll, for the client IBM depending on your performance you will get observed by IBM

Job Responsibilities :

  • Log all calls in Service Desk tool.
  • Assign appropriate severity levels to the calls.
  • Try to resolve the call after the initial assessment, either through phone or through remote console takeover.
  • Allocate or escalate the call to respective technical domain if not able to provide assistance through phone on remote takeover.
  • Assign calls to the service engineers/internal support teams based on the severity and the skill set of the service engineer.
  • Track all the calls through various stages till its closure
  • Keep users informed on the status of the calls at any time.
  • Follow effective escalation procedures to ensure that the calls are resolved within the SLA
  • To update and close the call in the tool.
  • Ensure that problem descriptions are proper and problem resolution descriptions are proper.
  • Generate Following Reports
  • Daily call snapshot
  • Daily pending call report
  • Monthly MIS report
  • Incident report

Apply : Email ur cv to prajakta.t@focusite.com

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