HTC Global Services | IT Service Desk

HTC Global Services - a leading CMMI level 5 global provider of innovative IT and Business Process Services and Solutions since 1990 with headquarters in Troy, Michigan, USA.Hiring IT Service Desk for our premium project.The Service Desk will perform installation, analysis, trouble shooting and fix end user issues for the following types of incidents:Desktop Support:Peripheral Configuration SupportNetwork Configuration and TroubleshootingUser AdministrationEmail Client IssuesAntivirus install /updateThe Service Provider will perform the following functions to facilitate and manage the processes of the Service Desk:Attend operational phone and video conference meeting.Incident management.Issue management and resolution using ticketing systemAnalyze and resolve issuesDocument resolved issuesProvide Root Cause Analysis (RCA), if requestedUpdate the knowledge repositoryCommunicate the closure of issuesCreate weekly/monthly status reportsStatus reports will be based on data requested by client.Escalate issues to other support teamsSeverity 1 and 2 and business critical incidents will be documented and transferred to the appropriate vendor or client support team via a direct phone call. The Service Desk will follow the escalation process to transfer the incident via phone until they have successfully contacted the appropriate team or escalated to client IT management.Raise ticket with client vendors and use vendors ticket system as requiredApplication tickets direct to client teamTicket Routing ProcessService Desk will route problem tickets with respect to SQL, Oracle and application related problems to respective client and vendor support groups.Interested candidates please do share your updated CV to mubeenakamal.basha@htcinc.com mentioning your Current CTC, expected CTC and notice period details.#HTCGlobalServices #ITJobs #hiring #lookingforjob #careers #jobs #immediatejoiner #recruitment #technology #jobseekers #interview #lookingforjobchange #newjob #Servicedesk #infrastructure AGG