Network Engineer l2
Renovision Automation Services Private Limited
Navi Mumbai, INDIA
3d ago
  • Provide skilled resources for central helpdesk to provide remote support.
  • Receive Incidents and Service requests through Voice, email, Web and Chat and log the tickets in ITSM tool.
  • Service Desk will attempt first call resolution if feasible and Service Desk to track and drive tickets till resolution.
  • Provide technical support and resolution (L2 & above) and Follow escalation matrix to ensure resolution for all logged tickets related to the project.
  • Update ticket status to end users on follow Ups and Update Trouble Ticket at all stages till resolution.
  • Resolve the call & update ITSM tool with user feedback & root cause in knowledge base articles.
  • Monitor and Track SLA Adherence for every tickets.
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