Software Application : System Support: IT HelpDesk jobs, walk-in on 15th March 2001

Posted on March 11th, 2010

System Support Specialist

Job Description:
-To answer IT- Support Center calls and record them on the Greenfield’s application (Track-it!).
-To ensure customer calls to the IT- Support Center relating to IT issues are recorded and dealt with effectively.
-This role will ensure that an increased number of calls can be resolved over the telephone without an engineer visit being required.

Responsibilities:
-To provide assistance and technical support on a daily basis on the IT helpdesk.
-Answering calls to the end-users, logging them within the helpdesk ticket tracking system and ensuring that requests for assistance are responded to in a timely manner.
-Involvement in Software Application Support Process
-To provide the users with the latest update on their tickets.
-Manage customer complaints and ensuring they are escalated as appropriate.
-Ensure that customer calls are managed in accordance with helpdesk procedures.
-Ensure that calls assigned are updated and completed to a satisfactory level within service level agreements
-Monitoring outstanding support requests against customer SLA’s , prioritizing calls effectively, keeping users up to date with progress and initiating escalation procedures where required
-To provide the IT Manager with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex issues. Keeping the IT Manager informed of any outstanding issues on a daily basis.
-Assist in the training and induction new staff in ITHelpDesk
-To monitor the day to day availability of infrastructure services, document the downtime and escalate as appropriate.
-Maintaining various reports as defined in ITHelpDesk procedures.

Qualification: BCA/BIT/BSc/BE/B.Tech/MCA

Exp: 1-3yrs

Walk-in Date: 15^th March 2010

Time: 03:00pm to 06:00pm
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Company Name: Greenfield Online Pvt. Ltd

Location: Delhi/NCR, Gurgaon

Walk-in Venue:
Greenfield Online Pvt. Ltd.,
1st Floor, Unitech Trade Centre,
Sushant Lok 1
Sector 43. Gurgaon
Landmark: Opposite Hotel Park Plaza

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