02 Oct
|
Cms IT Services
|
New Delhi
02 Oct
Cms IT Services
New Delhi
Roles and Responsibilities :
- Key Responsibilities
- Answer user calls, emails, chats and self-service portal requests, and log every request in the ITSM tool.
- Sort tickets by category and priority and route them to the right resolver group.
- Resolve basic L1 issues: password resets, account unlocks, Outlook and access problems.
- Track tickets to closure within SLA, and update and follow up with users regularly.
- Follow the escalation matrix for P1/P2 incidents.
- Keep ticket notes and the knowledge base up to date.Tools: ServiceNow / BMC Remedy / ManageEngine ServiceDesk Plus, MS Teams, MS Excel.
- Experience -1.5 years above
- Location - Delhi
📌 Service Desk Engineer (New Delhi)
🏢 Cms IT Services
📍 New Delhi