IT Service Desk Level 1 Generalist (Rotational)
- Receive calls from users across Client offices through ITSM tool, Email and Telephonic support.
- Connect with users to gather additional information (if-required)
- Resolve all L1 incidents e.g., reset password etc... remotely for users to save end user time.
- 100% service availability, 24x7 platform availability & performance Monitoring, Detection, Triage & Escalation/Communication
- Ensure all tickets are responded, escalated and closed as per pre-defined Service Level Agreement (SLA).
- Provide reports on ad-hoc and per defined schedule.
- Manage and update Knowledge Base.
- Maintain IT service desk runbooks/SOPs
- Monitor events in IT platforms and address them as per SOPs. Client designated point(s) of contact (“POC”) are alerted if an escalation is warranted.
- Overall operational management and monitoring of the IT service desk platforms
- Creating, resolving, and updating IT Service Desk tickets leveraging client ITSM platform as per defined SOPs
- Triage tickets and assign tickets to appropriate team members.
- Monitor, detect and report approval and provisioning task failures.
- Performing functions like Password Reset/lockout etc. remotely for users to save end user time.
- Assist Client with annual Internal Audit by leveraging pre-existing reports
- Perform proactive health checks and periodic monitoring. (Joiner, Mover & Leaver Monitoring, Application Monitoring, Aggregation Monitoring)
- Performing user administration functions to maintain the system.
- Generate predefined reports as per a pre-defined schedule.
- Assist Client with annual Internal Audit by leveraging pre-existing reports.
- Prepare daily and weekly project status reports.
- Prepare monthly metrics reporting and executive briefing