Service Desk Engineer

Skills:
develop and maintain service desk, VC support, Standard Operating Procedure (SOP), SCCM management,

Hi we are looking for Service Desk Engineer in Bangalore Location.

Required : Male Candidates.

Qualification: Any Qualification.

Sr.NoActivities

1Provide a single point of contact for the agreed IT infrastructure management.

2Develop and maintain Service Desk Operational Procedures, Processes & Documentations.

3Monitor the Service Desk tool for open and pending tickets and publish reports as agreed.

4Receive incidents, service requests, queries, from Bharti AXA Life Insurance s end users or IT staff

5ough one of the agreed modes of communication

6Log tickets in the Service Desk tool on behalf of users making service requests over phone and /or email

7For all logged tickets, record / update the correct category, severity, problem description, and user information as per the predefined matrix

8Assign the incidents to appropriate technical group and categorize into appropriate severity or Priority group

9Route calls to the vendors in case of issues pertaining to vendors

10Follow up with the vendor or Bharti AXA Life Insurance s technical team for incident status and manage notifications and escalation

11Update incident status to users periodically and as per the communication standards

12Escalate issues / tickets which are going beyond the service levels

13Escalate issues pertaining to relevant IT vendors (as per the scope) non-performance or delays

14Escalate issues pertaining to users non-availability or non-cooperation

15Service Provider must maintain the escalation matrix and update periodically.

16End point support for Desktop / Laptop / Tablet / Mobiles Windows / Linux / MAC / Android /Active directory

17Regular End user communication on IT Best practices and user processes.

18End user device application / OS / System upgrade to be performed as per compliance policy and requirements

19Hardening for all the Asset make & models for OS images & applications.

20OS & Application Installation Manual and automation

211st Level hardware troubleshooting and hardware installation if part is available

22Desktop level compliance to be maintained along with evidence & Report (AV, DLP, OS Patching, SCCM, Bitlocker, Application version, etc.)

23SCCM Management for End points

24Backup for critical endpoints (VIP users)

25Support for POC, testing & New Implementation

26VC Support

27Maintain Asset Inventory location wise

28MDM administration & management

29Technical support to VIP users extended to their place other than office premises as well

30Branch location Tape drive hands and leg support and Tape management

31PowerBI IAM Support vendor management

32Ensure Proper training and handover of new resources

33Ensure andherence to defined process and escalation matrix

34Ensure quality deliverables specially the daily, monthly, weekly reports

35Ensure proper participation of SD leads in standup calls and meetings

36Ensure proper communication between SD and other support groups

37The Service Desks will run on a 24X7 basis and will cater to all Bharti AXA Life Insurance group end users calls

38The Service Desk will log all tickets coming from web, phone & email using service management tool proposed as a part of the tooling solution for ticket logging, assignment & tracking

39The Service Desk analyst upon receiving the call will classify the incident into applications or infrastructure category and will perform first level troubleshooting on the ticket following a Standard

40Operating Procedure (SOP) / Runbook based incident management process

41A tool based communication to be sent to end user intimating the ticket status.