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Administrator-TIS Service Desk in Wipro-Chennai Fresher Jobs

Written By Ajit Kumar on Friday, July 18, 2014 | 3:18 AM

Administrator - TIS Service Desk
Job Code - T296020
Area of expertise - Technology Infrastructure Services
Experience Level - Freshers
Country -India City - Chennai

Administrator - TIS Service Desk (T296020)
Sub Stream : TIS-Service Desk
Hot Job

Experience Required


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Mandatory Skills:
TIS Service Desk

Desirable Skills:
L3 Routing and Forwarding Technologies, ITIL Incident Mgmt, Infra Service Desk Operations, Routing Protocols

Job Description:
Service Desk? The resource will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW? The resource will receive calls during the assigned period and adhere to break schedules and use the appropriate Aux as applicable? He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidentsIncident Management? Prepare incident MIS as per requirements? Ticket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable)? Routing / Chasing of tickets with other PRG's? Proactive Remedy Queue ManagementProblem Management? Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation? Creating child tickets and tagging them with problem ticket? Tracking resolution and updating

Roles & Responsibilities:
Entry level position. Works on allocated incidents/ problems on maintenance of hardware / software - servers, laptops, PCs etc. with high degree of supervision. Provides support for simple trouble shooting requirements. May be required to work as on-call support of in shifts to provide 24x7 type of support.

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