Service desk L1

Job Description

Experience: 1-3 years

Incident Logging

• Log all the Incidents received either through Voice calls, email or through Web.
• Categorize Incident & Service Request and Prioritize them based on the categorization & prioritization framework agreed with POLYCAB (End User Support Operations).
• Log all Service Requests with activity & user details, categorize & prioritize them & forward them to appropriate unit for completion.
• Assigns correct severity to the incidents and escalates Major Incidents as required.
• Assigns ticket to other Support Group as required.
• After Categorization & Prioritization of Incidents, Service Desk will assign the ticket  to the respective person or group responsible for the resolution & will update & follow up the call till its closure.
• Provide end-to-end ownership through the incident management procedure without breaching defined SLAs.

Communication & Coordination

• For high priority incidents, respective stakeholders of POLYCAB would be alerted through notification via phone or email.
• Service Desk will coordinate among various Team engineers & 3rd party vendors  & Service providers for their solution of any incident or service request & own all Incidents & service requests till closure.

Follow Up

• Manage the Service Levels and will do the necessary follow-up for the same with respective vendors as per the SLA.
• Follow up with the internal IT Service groups & Operations of POLYCAB  for maintaining the service levels as agreed within POLYCAB.