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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
Experience: 3-5 yrs.Job Description with Roles & Responsibilities:rovide a single point of contact for the agreed IT infrastructure management servicesMonitor the helpdesk tool for open and pending incidentsReceive incidents, service requests, queries, and change requests from Lupin s end users or IT staff through one of the agreed modes of communicationn Log tickets in the helpdesk tool on behalf of users making service requests over phoneLog tickets generated by alerts in the toolsFor all logged tickets,record the correct category, severity, problem description, and user information as per the predefined matrixAssign the incidents to appropriate technical group and categorize into appropriate severity or priority groupProvide Level 1 remote technical support for the issues pertaining to the services under scope of this SoW using knowledge base and standard operating procedures wherever possible.Provide Level 1 remote technical support for the issue pertaining to Workflow application and route the incident to relevant support till and follow-up till closure.Route calls to the appropriate support team such as user management group, mail management group etc.Route calls to the vendors in case of issues pertaining to vendorsFollow up with Supplier or Lupin s technical team for incident status and manage notifications and escalationSkillset: Service Desk3 - 5 Years,
Keyskills :
it infrastructure managementstandard operating proceduresservice deskknowledge baseuser managementchange requeststechnical support