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Opening for Service Desk Executive
Precision Group

Opening for Service Desk Executive

The Precision Group is an INR 250 Crore IT Group with its corporate office in Chennai, India and is one of India’s premier sources for IT products, support services and solutions. Established in 1996, Precision has a PAN India presence and provides complete IT Infrastructure Services and Solutions through its flagship company Precision Infomatic and group companies Biometric, and Techserve. Precision employees over 1700 dynamic professionals with varied skill sets.

For more information on Precision, please visit our corporate website at www.precisionit.co.in
Service Desk Executive
Job Location:  Pune
Job Description:  Walk in Drive @ Pune for Service Desk Executive (03-OCt-17 to 07-OCt-17)
Precision Group
C- 11,Ground Floor,Shreenath Plaza,F.C.Road,Dyaneshwar Paduka Chwak,Shivajinagar,Pune-411005
Contact Number
Ravi Chavan
 +91-020-41200052

Job Service Desk Executive
Position Incident / Asset / Vendor / SLA Management
Job Locations Pune
Requirement Immediate
Need

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
• Timely triggering of escalation to technical team and Supervisor before the response and resolution violations
• Getting the transactional feedback from end user after closure of the calls by doing the necessary follow-ups with location engineers and end users
• Analysis of call reports and end users feedback
• Preparation of engineer productivity report
• Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor / Customer with in the agreed timeliness
• Facilitating and providing back end support to supervisor for conducting Customer Satisfaction Survey (CSAT) biannually
• Maintaining & Monitoring all location engineers in time and out time using in house HRIS tool
• Timely sending of engineers absence report to supervisor, location customer and business customer in the agreed template
Functional Area:  IT - Hardware
Functional Role:  Hardware design Engineer
Candidate Requirement
Desired skills and experience
• Any Bachelor’s degree / diploma or equivalent
• ITIL certification is preferred but no mandatory
• Willing to work under 24/7 support
• Good verbal & written communication skills.
Experience:  0 - 1.6 years
Qualification:  Graduate in Arts
Compensation Details 
Salary:  2.00 Lakh (Indian Rupees) per annum
 
Precision Group
mathimaran m
22, 1st Floor, Habibullah Road, T. Nagar, Chennai - 600 017. India,
Chennai (Madras), Tamil Nadu
India 6000017

Phone: 7358380726, 04433015197
Website: www.precisionit.co.in
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Job Ad publication date: 28 Sep 2017  
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Publication Date: 28 Sep 2017
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