CMS Computers Ltd

Vasanth Nagar, Bangalore

Minimum: Should have MCA or B. Tech/BE in Computer Science or Information Science Fluency in English and Kannada (Speaking, reading, and writing) Prior experience of at least 1 year working in Help Desk on outbound and inbound calls, answering queries. Knowledge and prior experience in working on specific computing applications proposed for Help DeskDesired: Good communication skills At least one service desk executive to have a minimum of 5 years experience in handling service desk operations.Create help desk tickets raised from operators or department users over phone.Service desk should be certified in ITIL v 2011 on a minimum of 3 processes and should allow the implementation of Incident management, Problem management, Change Management and Service Request fulfillment, Knowledge Base Management,Service Asset & Configuration Management, SLA management process.

Resolve any issues related to IT Infrastructure procured as part of the contract in SR/DR/Head offices. (Any issues related to system software procured as part of the contract is also expected to be resolved by the hardware executive) Resolve issues related to KAVERI application as per the directions of KAVERI application development and maintenance vendor. Maintain spares at the DR Office. Update the service desk executive after closure of the issue raised through phone or close the ticket manually through logging to the service desk software. Resolve issues again, if the ticket is reopened due to unsatisfactory feedback provided by the end user. Update service desk executive, if the issue cannot be resolved and OEM needs to be involved to resolve issues. Undertake preventive maintenance activities Service Provider shall provide all the Hardware Executives with laptops with internet connectionEducation: Should have BCA/MCA or B. Tech/BE in any discipline with at least 2 years of experience in maintaining desktops, Document Scanners, printers, and other infrastructure procured as part of this Project. OR Should have Diploma in computers /electronics, BSC Computers /IT with at least 5 years of experience in maintaining desktops, Document Scanners, printers, and other infrastructure procured as part of this Project.Desired: Good communication skills