JPC-22674 - RSD L3
Job Posted: May 14, 2024 | Total views: 1

Job Description:

• Job Description

   

   

  Key Points –

  • Good Communication , as they have to cater services to US & UK region users.
  • Inte
    ational user handling experience.
  • L3 Remote troubleshooting experience at EUS level.
  • L1/Conceptual knowledge in Network & System (AD).
  • Min 3 years of Exp.

   

   

  Job Description for Inte
  ational Service Desk L3 resource

  • Excellent written and verbal communication in English
  • Candidates with neutral accent preferred
  • Excellent Problem-Solving Skills
  • Basics of Systems, Network, End-user and End-point compliance domains,
  • Awareness to technology backend engines and relevant L1 understanding (e.g. AD, DB, ISC server, File Server / Shared Folder mgmt., Network Components, Proxy & VPN
  • Able to effectively handle and manage the end-users, inte
    al domains, TSDs and stakeholders
  • Basic Business Etiquette and understanding of inte
    ational customers
  • Clear understanding of Remote Infrastructure Management (RIM)
  • Awareness of working culture of inte
    ational geographies
  • Minimum one relevant certification such as A+ / Comp-TIA or any equivalent certification within 6 months from the time resource is on boarded into the project
  • Awareness to ITIL & ITSM platforms like Remedy and SNOW
  • Minimum 3 years working experience

   

  Key Responsibility Areas (KRAs)

  • Logging, Owning and tracking tickets for all the issues and requests received and ensuring correct priority and category
  •  Timely follow up with user for tickets awaiting user response
  • Update the tickets with resolution remarks and close the ticket on time
  • Adhere to SLAs
  • Contribute towards creation of knowledge base/SOPs
  • Health check for NC machines basis Compliance reports for inte
    ational users
  • Develop working relationship with EXL stakeholders
  • Trained on client handling skills and soft skills
  • Troubleshoot problems with Laptop Hardware, Application, Printer and OS
  • Standard configuration of Laptops, VPN related issues resolution
  • Execution of regular SRs.
  • Installing / Uninstalling and configuring applications (Enterprise and Clients)
  • Response & closure of calls within committed norms
  • Focus on First call resolution and First time right
  • Troubleshooting and fixing the issues related to Systems L1, Networks L1, End-point compliance and Assigning/Escalating to next level if applicable

   

About Company :
Purview is a leading Digital Cloud & Data Engineering company headquartered in Edinburgh, United Kingdom having a presence in 14 countries India (Hyderabad, Bangalore, Chennai and Pune), Poland, Germany, Finland, Netherlands, Ireland, USA, UAE, Oman, Singapore, Hong Kong, Malaysia and Australia.

We have a strong presence in UK, Europe and APEC, providing services to Captive Clients (HSBC, NatWest, Northern Trust, IDFC First Bank, Nordia Bank etc) in fully managed solutions and co-managed capacity models. Also, we support various top IT tier 1 organisations (Capgemini, Deloitte, Wipro, Virtusa, L&T, CoForge, TechM and more) to deliver solutions and workforce/resources.

Company Info: