JPC-22712 - RSD L3
Job Posted: May 14, 2024 | Total views: 1

Job Description:

• Job Description

   

  Job Description for Inte
  ational Service Desk L3 resource

   

   

  Ø  Excellent written and verbal communication in English

  Ø  Candidates with neutral accent preferred

  Ø  Excellent Problem-Solving Skills

  Ø  Basics of Systems, Network, End-user and End-point compliance domains,

  Ø  Awareness to technology backend engines and relevant L1 understanding (e.g. AD, DB, ISC server, File Server / Shared Folder mgmt., Network Components, Proxy & VPN

  Ø  Able to effectively handle and manage the end-users, inte
  al domains, TSDs and stakeholders

  Ø  Basic Business Etiquette and understanding of inte
  ational customers

  Ø  Clear understanding of Remote Infrastructure Management (RIM)

  Ø  Awareness of working culture of inte
  ational geographies

  Ø  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

  Ø  Aware/understanding of ITIL process and awareness to ITSM platforms like Remedy and SNOW

  Ø  Minimum 3 years working experience

   

   

   

  Key Responsibility Areas (KRAs)

   

  Ø  Logging, Owning and tracking tickets for all the issues and requests received and ensuring correct priority and category

  Ø   Timely follow up with user for tickets awaiting user response

  Ø  Update the tickets with resolution remarks and close the ticket on time

  Ø  Adhere to SLAs

  Ø  Contribute towards creation of knowledge base/SOPs

  Ø  Health check for NC machines basis Compliance reports for inte
  ational users

  Ø  Develop working relationship with EXL stakeholders

  Ø  Trained on client handling skills and soft skills

  Ø  Troubleshoot problems with Laptop Hardware, Application, Printer and OS

  Ø  Standard configuration of Laptops, VPN related issues resolution

  Ø  Execution of regular SRs.

  Ø  Installing / Uninstalling and configuring applications (Enterprise and Clients)

  Ø  Response & closure of calls within committed norms

  Ø  Focus on First call resolution and First time right

  Ø  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: