Microland Hiring for Sr. Executive at Gurgaon, Haryana, India Full Time

Job Description

Additional details
Level
P1
Requirement location
India – Gurugram
Number of Position
1
Employment type
EPD
Cluster/Group
Microland Delivery
Business Unit
APAC
Department
Service Desk & Service Mgmt.

1. Troubleshooting: Analyze problems with the service and resolve the issues. Gather information from customers either by chat or e-mail to enable effective troubleshooting, Troubleshoots and repairs hardware and software problems with desktop and laptop computers, Personal Digital Assistants (PDAs), printers, digital scanners, and other network equipment, Report issues to vendor/ISP/carrier and follow up on updates. Escalate issues as per Escalation Matrix, Install/Uninstall various software and upgrades equipment when necessary, Monitoring and maintaining/reducing the queue size. Resolving Technical issues at level 1(Incident and Service request).
2. Hardware and Software Management: Monitoring CPU, memory and hard disk utilization, Monitoring the event viewer and generating reports. Providing New Desktop Installation and Software Installation Reports, make team members aware of any changes or scheduled activities so that effective follow up is possible., Updating the latest anti-virus on servers and monitoring the anti-virus patches on Servers and Desktops and generating Reports, Track the assets issued to users and maintain a database report of assets. Updating KB and CMDB whenever there is a need. Handling Backup Activities on daily, weekly and Monthly. Generating the Reports on all Backup activities.
3. Process Compliance: Gather information from vendor and customer and update the tickets regularly as per the defined process, Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report), Following the various Escalation Matrix (Vendor , Internal and Customer defined), Ensure tickets are closed post user/customer communication, Maintains inventory of PC equipment with Asset Executive, Special focus on Power User calls, Constantly track tickets for SLA adherence and escalate on deviations as defined in the process, Comply with defined processes and update tickets with SLA.