Service desk L1 Professionals

style=background: #fff;>Service desk L1 Location: Halol, Vadodra Job Description Experience: 1-3 years x000D Incident Logging x000D x000D Log all the Incidents received either through Voice calls, email or through Web. x000D Categorize Incident & Service Request and Prioritize them based on the categorization & prioritization framework agreed with POLYCAB (End User Support Operations). x000D Log all Service Requests with activity & user details, categorize & prioritize them & forward them to appropriate unit for completion. x000D Assigns correct severity to the incidents and escalates Major Incidents as required. x000D Assigns ticket to other Support Group as required. x000D 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. x000D Provide end-to-end ownership through the incident management procedure without breaching defined SLAs. x000D x000D Communication & Coordination x000D x000D For high priority incidents, respective stakeholders of POLYCAB would be alerted through notification via phone or email. x000D 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. x000D x000D Follow Up x000D x000D Manage the Service Levels and will do the necessary follow-up for the same with respective vendors as per the SLA. x000D Follow up with the internal IT Service groups & Operations of POLYCAB for maintaining the service levels as agreed within POLYCAB. x000D x000D Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. .