• Provide End to End support for internal end users • Incident Management & Request Fulfillment Management Experience through tools like Remedy • Coordinate with Infra Support Service Desk and other technical teams for issue resolution • Tickets to be transferred or escalated to respective support groups if it is non-resolvable or out of scope. • Follow up with the respective support teams/towers for appropriate action on pending incidents/requests on a daily/weekly basis. • Monitor the status and progress towards resolution against IT service levels of all in-scope open incidents and requests. • Vendor Management and Procurement management on a need basis. • Attending Governance meetings and providing Root Cause Analysis to internal and external customers on a weekly/monthly basis. • Supporting in Planned and unplanned downtime reported. Job Requirements: • End User support experience • Knowledge on any ticketing tool • Inventory management and control • Vendor management and procurement • Knowledge Based Articles/user guide creations • Process documentation • Networking support and troubleshooting skills – VLAN, security, routing • VoIP phones support and troubleshooting • Windows Server maintenance and administration • Knowledge on GPO, AD is desired • ITIL Foundation certified is an added advantage.
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