Service Desk adminstration@Atlanta,GA


(SAURABH SHARMA) #1

HI Partners,

Hope all are doing great,We have Urjent requirement of Service Desk
Administration

Functional Title: Administrator - Service Desk

*Work Location: *Atlanta, GA

Job Description:

Verifying the issue and categorization / prioritization of the
incident.Knows to use Ticketing and Monitoring tool, concept of queues,
creation ofticket, modification/updating tickets, assigning tickets to
various resolver groups
, eliciting CSATs,Monitoring of alert logs,
scheduled jobs, backup jobs.Should be able to do carry out first level
analysis of alerts and incidents.Should be able to handle service requests
independently. Should contributetowards building of knowledge base and also
demostrate in the effective usage oknowledge base in improving FCR and the
response time.Should be aware on the Service desk metrics (SLAs), tracking
and reporting of tsame. Should have exposure in handling interactions with
customer directly andbetter CSATs.Should be able to handle service tickets
which get escalated fromService Desk support. Should be able to do RCA for
Service tickets that missedresolution. Should have good understanding of
the processes as per SOW and deliservices as appropriate.

Saurabh Sharma

Phone: 609-897-9670 x 2165

Email: saurabhs@sysmind.com

Fax: 609-228-5522

Add: 38 Washington Road, Princeton Jn, NJ 08550

[image: sysmind]

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(system) #2