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Tuesday, February 17, 2015

Urgent Opening: Service desk: Gurgaon


Designation-Service Desk Engineer 

Education-Any Graduate 

Salary- 15K-25kCTC PM 

Communication skills-Excellent (European accent preferable) 

Experience required- At least1 Year 

Diploma or Graduate with excellent verbal & written communication skills. Should have minimum 2 to 3 years of IT experience and minimum 6 months on a similar profile He/she should have good knowledge on Scope, SLA's, working knowledge on Windows Operating system & should be having excellent knowledge on Excel, word & Power point, should be ready to work in 24X7 Environment(Shift). Should have Knowledge of ITIL. 

JOB DESCRIPTION:- 

 Answer end-user calls/mails and record the call information. 
 Provide caller a case reference number. 
 Perform initial problem determination so that the incident is appropriately assigned to the correct support resource. An incident is the initial reporting of a problem through its resolution - there may be many calls placed against an incident. 
 Determine and record initial severity level as defined in Service Level. 
 Gather all required information for proper incident handling. 
 Perform status update activity of the incident over the tool as per the severity of the incident. 
 Direct issue/problem to appropriate area of expertise or vendor 
 Perform problem management and escalation. 
 Track incidents for analysis and reporting 
 Provide feedback and update to callers thorugh mail or call. 
 Manage as per SLA agreement. 
 Perform root cause, trend analysis and generate performance reports. 
 Create knowledge base on frequently asked questions to aid users. 
 Defining calls in terms of hardware / software. Secondly in terms of severity. Thirdly in terms of vendor / escalation matrix. 
 Perform vendor management for IT related calls. 


ABOUT COMPANY 

Over the years, Net Connect is partnering with over 100 businesses globally providing IT Services that meet their immediate needs as well as future requirements aligned to their business goals. 

Our Connect with IT professionals and our in-house workforce is foundation of our approach. Net Connect works with these IT professionals to understand their key initiatives and career goals that provide valuable "on the ground" information. These pulses help us to scale our offerings and provide a platform to bring together best professional to deliver proven IT Services where it matters the most. 

For further details, Please go through our website www.netconnectglobal.com 

Please send resume to harmeet.singh1@sikhisidak.com with email SubjectUrgent Opening: Service desk'.

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Regards
 
Inderpal Singh
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