Job Description

Candidate should be ok to travel. Language Proficiency - Goan Konkani must, English, Hindi Min. Exp. required - 3.5 - 8 years - Manage Customer\'s Escalations, emails for assistance to users experiencing problems, Maintain all records management of Stocks, Assets, Team in effective method to meet or Exceed SLA Goals. Prepare & Publish Daily report.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications). Route tickets accurately to the next level for support and escalate as and when needed.
Document user requests in the appropriate call tracking system and keep written logs of transactions issues, troubleshooting steps and resolution for future knowledge base. Maintain proper track record of calls with TAT as per the SLA and review the same on weekly basis. Liason with Service Providers and vendors to meet day-to-day requirements and ensure very high uptime and full service availability. Maintain all IT Document in excellent organized manner ensuring all document availability and knowledge base. Manage the Desktop Team towards delivery of IT Hardware Asset with required software installation. Collect and centralize the project documentation along with indexing of the same. Record Keeping of the movement, shifting, deployment, Asset Mgmt, Asst Movement, Inventory Mgmt and procurement of the same. Ensure Change Management Records archieving to an centralized location. Ensure that the PM\'s and scheduled Activitues are maintained in an planned and strategic manner. Collect and regularly update the inventory records to ensure optimum cost management. Analyze the KB and organize the documents for faster document searching and strategic availability. Participate in weekly meetings, take new initiatives, challenges, roles and aquire new skills. Analyze the KB and organize the documents for faster document searching and strategic availability. Ensure all procurements are done as per the procurement policies defined and while keeping finance team in the loop. Create a Central Environment for all resolution and Documentation. Desired Candidate Profile- Excellent in Call Management Should be ITIL Certified and MCP would be preferable. Should be able resolve any Level1 system issues and track all issue and collect confirmation for closure. Excellent in Documentation Expertise in Ms Office apps like excel, word to comprehensive documentation and records keeping. Should be able to Document all incidents, tasks, policies, information, etc as for further reference. Excellent in Time and Task Management. Should have experience in managing a desktop team earlier for call co-ordination in required time, fashion and based on severity/impact of the issue. Should be able to priotize the calls within SLO in an effective manner where the user will not suffer or a proper justification is created in line with the SLO. Excellent in Reports Generation Based on the Call Logged should be able to derive a precise time and resolution on the incident and the impact analysis. Should be able to generate the report on the schedule or on-demand for clarification/escalation. Knowledge of General IT Policies Must be aware of General IT Policies for Call Management, Asset Management, Inward-Outward Gatepass, System Allocation Should be well aware of General IT Policies based on various methodologies. Knowledge of CMDB Should have worked in centralized Asset mgmt along with Industry Standard. Should be able to track, manage and have detailing of all assets including their EOL, Types, etc. Expertise of Custom Reports, MIS Should have hands on expertise with experience in creating Daily, Weekly, Monthly MIS Reports, Ticket Reports, On demand reports by HOD using vlookup/power pivot, etc. Should have worked with custom reports creation, timely delivery of reports to HOD/ Manager. Job Type: Full-time Schedule:

• Day shift

• Mormugao, South Goa - 403722, Goa: Reliably commute or planning to relocate before starting work (Required)

• total work: 1 year (Preferred)