12/06 Ritesh Mishra

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RIL - Executive - End User Support Services (2-6 yrs) Premium

Gujarat/Vadodara/Baroda Job Code: 454486

Job Accountabilities :

- Responsible for ensuring calls closure & meeting business SLAs

- Roll out of asset life cycle of 5 years in Projects / Steady State.

- Abide by all pre-defined processes/policies

- Responsible for adhering to the IMAC processes

- Co-ordinate with vendors and central support teams to ensure all calls/incidents are closed within stipulated SLA

- Responsible for ensuring incidents are properly resolved and these incidents are resolved/closed in the tool as per the incident management process

- Submitting statutory reports & documents as per requirement

- Providing proper guidance to Teams

- Proven ability to work effectively both independently and in a team based environment. Should be capable of aggressively leading Team of Engineers.

- Perform and provide Post Operation Review report /RCA for incidents qualifying for the same.

- Record all IMAC (Installation, Movement, Addition & Change) activities & maintain all documents as per requirement of ISO 27001.

Qualification and Skills Required (Knowledge and Skills) :

- B.E / B.Tech (Computer, IT) with consistent academic career.

- Desired: ITIL Certification.

- Technical Documentation Skills

Key Attributes (Experience) :

- 3 - 5 years of experience on handling IT Infra of more than 2000 + users

- Knowledge of Windows OS, Active Directory, SCCM, Antivirus, DLP and other end user computing device Technologies.

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