Precision Groups Pvt Ltd Chennai, Tamil Nadu

We invites bright young minds aspiring for IT Service Desk Executive openings at Mumbai(Vashi). Explore career opportunity at Precision Group, Mega Walk-in Drive on 18th, 19th, 20th,21st. Venue Mumbai - Office Vardhaman Chamber, Devavrata Building, Near AXIS Bank., Sector 17, Vashi, Navi Mumbai. Registration TimeSlot:- 9 AM to 1 PM & 2 to 5 PM Contact Person:- Sapna Sawant- HR Role:- Service Desk Executive Job Locations:- Mumbai(Vashi) Job Description:- Receive and record incidents, service requests from IT department and engineers, through the agreed modes of communication (E.g. Phone, email, web etc) Classify and prioritize the incidents / service requests / change requests as per the defined categories, urgency and impact Allocate the incidents / service requests / change request Monitor, track and update the progress status of all incidents and service requests. Escalate incidents / service requests which are going beyond the agreed service levels Record customer complaints and inform the concerned management staff for appropriate actions Logging and tracking incidents / service request that require resolution from suppliers. Notify IT users & on site engineers with progress status of all queries, incidents, service requests, change requests and complaints. Finally preparing daily report for all the logs taking under the operation. Receiving end users IT complaints through Telephone, E-Mail & Call logging in Remedy tool Providing telephonic assistance to end users where ever possible for the first level telephonic support Logging end users IT complaints in the call logging tool Sensible allocation of calls based on the severity in line with Service Level Agreement (SLA) Tracking end users IT complaints till closure with the support of Technical Support Engineers