Randstad
Location
New Delhi | India
Job description
Last Updated - Jan 2021 JOB DESCRIPTION Section 1 : Purpose of the position The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing, and resolving problems at the first point of contact, and/or further reaching out to to one of our L2 line specialist teams to help investigate and resolve. The following are the key points for the role: As a member of the Service Desk, you shall remain the first point of contact with the End User, maintaining ownership of the original fault and acting as the main point of contact between the user and our L2/further teams. You need to ensure timely updates and ensuring the fault is given the correct level of priority and attention. SLA needs to be met at all times and QoS needs to be ensured. Section 2 (A) : Scope and Dimension The Scope and Dimensions of this role are not only limited to the Bank’s branch, but also extends to resolving End User concerns wherever they may be on 24*7 basis. Mentioned below is the detailed scope: All End Users who are a part of SMBC India branches at any of the branch locations or while working remotely Providing End User support at SMBC India DR sites Support issues related to desktops/corporate laptops/corporate mobiles VIP Support for all kinds of EUC/applications issues to SMBC India VIP users. Preparation, Installation, Decommissioning of all EUC assets Inventorying all the assets and maintain running asset register, duly approved as per the process. Daily systems monitoring :: Physical and virtual checklists to be maintained and duly approved Inventory management of hardware, software and application in the asset register with periodic reconciliation. Break Fix Support – for all the End User devices, vendor coordination Incident logging and tracking towards resolution Major Incident logging and coordination till closure Alert Monitoring for the infrastructure and corresponding incident logging Alert Monitoring for security alerts, incident logging and further action to isolate and close the alerts Cater to Incident/Service Request in a timely manner within SLA boundaries Creation and sharing of daily, weekly, fortnightly and monthly reports Knowledge of Antivirus/Anti-malware. Section 2 (B) : Challenges This role needs a thorough knowledge of Windows based AD managed infrastructure. The role needs a further thorough understanding of enterprise network infrastructure. Banking Application understanding and payment system knowledge are an added advantage. Section 3 : Job Responsibilities Dealing with incoming faults in a professional, courteous manner over the phone, email and walk-in. Taking ownership of faults and managing them in a logical and methodical manner. Correctly logging incidents and faults, categorizing, and prioritizing them in line with team procedures. Conducting full and through diagnostics with end users to enable first point of contact fault resolution. Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate. Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress. Diagnosing and resolving problems to the customers satisfaction. Maintain and develop own knowledge and skills to assist with first time fault resolution. Identify and escalate repeat issues or service risks into service management teams. Sharing knowledge with team colleagues Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational Resolve all the Vulnerabilities in a timely manner as per the vulnerability report received from SAG Section 4 : (a) Knowledge (b) Skills (c) Experience (d) Qualifications Familiar with working on Windows 7/10/11, Windows Server 2016/2019 based distributions (within a hosting environment). Thorough understanding of networking and WAN technology. Have solid experience in a helpdesk or technical support environment. 5 years of total IT experience Graduation / BE preferred Last Updated - Jan 2021
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