HCLTech
Location
Noida | India
Job description
Job Description (Posting).
Incident Roles and ResponsibilitiesService Desk Analyst (Tier 1)Functions as the first point of contact for users. This role is generally assigned to Service Desk Staff only. Responsibilities Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible Assign unresolved Incidents to appropriate Tier 2 Support Group Log all Incident/Service Request details, allocating categorization and prioritization codes Keep users informed about their Incidents status at agreed intervals Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) Provide first-line investigation and diagnosis of all Incidents and Service Requests Verify resolution with users and resolve Incidents in ITSM tool Escalate Major Incidents to the Incident and/or Problem Manager Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator. Owns all Incidents and Service Requests throughout the lifecycleIncident Analyst (Tier 2)Provides support to users via escalated Tier 1 Incidents. Acts as a subject matter expert for support area. Provides training to Tier 1 via knowledge transfer and knowledge articles. This role will receive email notifications when Incidents are assigned to their user id. They will NOT receive email notifications when tickets are assigned to their Assignment Group(s).Responsibilities Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements Document troubleshooting steps and service restoration details Create and submit knowledge articles Provide specialized investigation and diagnosis of all Incidents and Service Requests Identify Problems Verify resolution with end-users and resolve assigned Incidents Escalate Major Incidents to the Incident and/or Problem Manager Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator Escalate unresolved Incidents to Tier 3Incident Analyst OR Vendor (Tier 3)Escalation point for Incidents that cannot be resolved by Tier 2 Support. This role will receive email notifications when Incidents are assigned to their user id. They will NOT receive email notifications when tickets are assigned to their Assignment Group(s).Responsibilities Restore a failed IT Service as quickly as possible Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors Services are requested by Tier 1/2 Support if required for solving an Incident Liaison between IT and external support provider A subject matter expert for a specific serviceIncident CoordinatorPerforms the administrative tasks necessary to support activities within a process. This role WILL receive email notifications each time an Incident is assigned to their Assignment Group(s). Responsibilities Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements Responsible for assigning incidents within a group or division Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents Determines if an incident needs to be escalated according to priority and severity of the issue. Ensure that Incidents assigned to their Support Groups are resolved and that service is restored Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected Identify I Qualification B-Tech No. of Positions 1 Skill (Primary) CFS-Processes-IT Process Engineering Auto req ID 1340748BRJob tags
Salary
