It Helpdesk Support
Job Description
o Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
o Log IT related tickets (incidents, service requests) from users- (received through phone, logged tickets in the tool)
o Acknowledge the tickets, allocate appropriate category.
o Classify the tickets as per Severity and Impact
o Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis.
o Allocate the ticket to the respective support groups and track the ticket for closure.
o Recording, tracking, and updating incident ticket information in the service desk tool.
o Ensure activity details are updated in the tool by the respective support groups.
o Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope.
o Route service requests to the appropriate teams
o Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder.