Scope of Services & Deliverables.  Providing a Single Point of Contact (SPOC) for assistance with IT services under scope.  Log IT related tickets (incidents, service requests, events) from users- (received through phone, email, IM, and walkups, logged tickets in the tool).  Acknowledge the tickets, allocate appropriate category.  Classify the tickets as per Severity and Impact.  Communicating pertinent information regarding incidents and associated progress to the stakeholders on need basis.  Allocate the ticket to the respective support groups and track the ticket for closure.  Recording, tracking, and updating incident ticket information in the service desk tool.  Ensure activity details are updated in the tool by the respective support groups.  Route calls to the Suppliers in case of issues pertaining to Suppliers agreed in scope.  Provide first level support for end user issues pertaining to desktop/laptops, OS, Mac OSX client applications as agreed in scope.  Escalate incidents I tickets which are going beyond the service levels.  Escalate incidents pertaining to Suppliers non-performance or delays.  Escalate issues pertaining to user’s non-availability or non-cooperation.  Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder.  Responsible for SLA matrix, severity and categorization for pune site as per Global helpdesk defined SLA.  Provide timely response and resolution for internal technical support requests. Primary request areas include; HW and SW troubleshooting, ‘how to', installations, and new employee/equipment setup.  Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed.  Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI escalating as required.  Advanced knowledge of Microsoft Operating Systems and O365 Applications like Microsoft OneDrive, SharePoint Online etc.  Ensure all Client OS, Hardware are as per Regal current Standard.  Support Regal IT infra initiatives like Server Refresh, Network Gears Upgrade, DR etc. on the best effort basis   Possesses a high degree of accountability and pride in ownership.  Ability to work well under pressure with changing priorities and unpredictable workload.  Keep all IT Assets documents through its Life cycle in the defined Inventory Management tool for Pune location.  Ensure that all Global Information Security and local guidelines/policies are implemented & followed without any deviation.  Ensure Server Backup work smoothly and follow Regal Backup Policy/ Guidelines   Develop, maintain/update SOPs as needed

More about this Desktop Support Engineer job

Renovision Automation Services is aggressively hiring for the job profile of Desktop Support Engineer at Pune in Hinjewadi, Pune locality. Kindly go through the FAQs below to get all answers related to the given job. 1. How much salary can I expect? Ans. You can expect a minimum salary of 22,000 INR and can go up to 25,000 INR. The salary offered will depend on your skills, experience and performance in the interview. 2. What is the eligibility criteria to apply for this job? Ans. The candidate should have completed Graduate degree and people who have 3 to 31 years are eligible to apply for this job. You can apply for more jobs in Pune to get hired quickly. 3. Is there any specific skill required for this job? Ans. The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job. 4. Who can apply for this job? Ans. Only Male candidates can apply for this job. 5. Is it a work from home job? Ans. No, it’s not a work from home job and can’t be done online. You can explore and apply for other work from home jobs in Pune at apna. 6. Are there any charges or deposits required while applying for the role or while joining? Ans. No work-related deposit needs to be made during your employment with the company. 7. How can I apply for this job? Ans. Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview. 8. What is the last date to apply? Ans. The last date to apply for this job is 09-Dec-2022. For more details, download apna app and find Full Time jobs in Pune. Through apna, you can find jobs in 74 cities across India. Join NOW!