Service Desk Engineers Openings with IBM Mumbai-Future Focus InfotechNovember 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
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