05/03 nikita ramani
HR Coordinator at Reliance Industries Ltd

Views:317 Applications:29 Rec. Actions:Recruiter Actions:10

RIL - FMS Engineer - Desktop/Tech Support (4-6 yrs)

Navi Mumbai Job Code: 418803

The post holder will provide effective IT assistance across all aspects of the business and will provide support to the IT Manager. The post holder is responsible for:

- Monitor tickets allocation

- Identify room of improvements of processes in order to be more efficient

- Organise weekly planning team

- Drive the team to achieve the agreed SLAs & SBDs

- Analysing the team performance and come out with action plan for improvement

- Must be aware of Desktop Support Engineering (Mandatory).

Job Accountabilities :

- Lead the Service Desk team (1st & 2nd line) to provide a consistently high level of customer service and satisfaction

- Ensure monitoring and maintenance of the computer equipment

- Organising weekly/monthly team review meeting

- Handling the VIP and escalation calls. Interacting with senior users to understand the requirements.

- Analysing the monitoring the day to day calls and guiding the team accordingly.

- Monitor tickets allocation

- Maintaining and achieving the agreed SLA & SBDs and drive the team for same.

- Create and maintain IT documentation relating to the Service Desk function (like a best practice)

- Performing all the task with big customer and quality service focused with a passion for continual service improvement

- Additional responsibilities as requested by the IT Manager

Skills Required (Knowledge and Skills): 

- An understanding of ITIL processes and methodologies

- Excellent communication skills,

- Experience with ticketing tool,

- 3+ years of experience as Desktop Support (team leader of service desk) Good experience with Microsoft products and database.

Key Attributes (Experience and Qualifications) :

- BE / Diploma Engineers

- 3+ years in similar position.

Add a note
Something suspicious? Report this job posting.