Job Highlights

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  HMO on Day 1 plus 3 free dependents.

  
  


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  Paid Leaves

  
  


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  Other bonuses

  
  

Job Description

Service Desk L2 Qualifications:

• Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent.


• At least 4 year(s) of working experience in the related field is required for this position.


• Excellent communication skills.


• Experience in supporting MDM / AirWatch environment will be a plus


• Critical Incident Management experience


• Experience in handling VIP customers


• Handle Calls/Incidents escalated by L1 team.


• Experience in handling software installation cases via remote assistance.


• Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly


• Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.


• Perform hierarchical escalation to Service Desk Management and Incident Management


• Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.

Service Desk L2 Responsibilities

• Handle Calls/Incidents escalated by L1 team.


• Provide trainings for new products or upgrades.


• Create / modify and manage KB articles for new and existing products and / or coordinate with concerned L2 or application teams to get the KBs updated.


• Analyze trend reports to identify causes for increase / decrease in incidents for specific products or overall volume if such spikes are not related to outages.


• Coordinate to application / L2 teams and problem management groups to report / follow-up on previously reported or newly identified issues with no know solutions.


• · Report, analyze and correct either individually or by means of feedback, on accuracy of CI, KBs quality of documentation in incidents resolved or escalated by L1 ESD groups.


• · Receive calls, emails and web-tickets for end users and other Agency, Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.


• · Tracking and classifying incoming incidents or service requests, attempting initially solutions.


• · Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.


• · Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.


• · Perform hierarchical escalation to Service Desk Management and Incident Management


• · Provide communication to end users concerning the status of Incidents, Service Requests, and Changes.


• · Compiles data through Incident entry that will be used for management information and reporting.


• · Maintains ownership of Incidents, ensuring status update and resolution according to SLAs.


• · Provide input to Service Desk Management regarding Continuous Improvement opportunities.


• · Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly


• · Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions


• · Follow the escalation process


• · Follow the shift hand-over process


• · Update worklogs Categorizes as per CTI as appropriate


• · Update the knowledge base


• · Coaching freshers to be independent


• · Coaching analysts for correct routing of tickets, capturing critical information


• · Technically upgrade across versions of environment when required


• · Adhere to organization policies and procedures


• · Complies to regulatory requirements


• · Ticket Monitoring

Benefits:

• HMO on Day 1 plus 3 free dependents.


• Paid Leaves


• Other bonuses.

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