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  Job Summary
   
  Job title :
Servicedesk Agent
  Company:
Infinite Computer Solutions
  Location
Singapore
  Experience
1 - 4 years
  Key Skills
"On Call" or "customer Service" or "helpdesk" or Call Center"
  Category
IT
  Role
Technical Support Engineer
  Posted On
16th Aug 2018
Company Profile
  About Us

 

Infinite Computer Solutions Ltd. provides technology based business process solutions, next-gen mobility solutions and product engineering services, specializing in the Healthcare, Banking & Finance, Telecommunications & Technology and Media & Publishing industries, for Fortune 1000 companies. Their solutions build on proprietary industrial frameworks that significantly reduce work effort and cost while providing faster go-to-market speeds and nimble responses to market dynamics, a solution they call Platformization�. Infinite has over 5,000 employees and 8 global delivery centres. Established in 1999, Infinite today is a publicly listed entity headquartered in Bangalore, India, with an expanse across three continents, a diverse employee base and over 50 premier clients, including several leading Fortune 1000 companies. The journey so far has been as remarkable as it has been definitive.
   
  Job Description
 

1.Incident tracking and first level resolution for all trouble calls, including those related to desktop,

Local Area Network (LAN), centralized infrastructure, Wide Area Network (WAN), and voice services

related Service Requests;

2.IMACs including all IMACs for End User Services, network LAN and WAN, Voice and centralised infrastructure

environments;

3."How-to" assistance for Customer-defined common off the shelf applications included in its standard

End User Service platform images;

4.Coordination for employee user account administration, activation, changes, and terminations, including:

5.password/account setup and reset (various Customer system platforms)

6.remote access connectivity (e.g., VPN),email accounts,host IDs,password resets,customer authorized mobile

devices,voice/ mail administration,telephone lines, End-to-end ownership for Incident identification, escalation,

resolution, and closure,Multi-language / local-language capabilities as agreed. The Service Desk will

authenticate each requesters call request.

7.Receive and answer all User IT Service Request calls (including trouble calls, install, move, add and change

(IMAC) requests, and requests for general technology assistance)

8.Provide single-point-of-contact call ownership from receipt of call through resolution and closure for tracking,

coordination, escalation, and resolution for all User Service Request calls

9.Categorize and log inquiries/problems per agreed upon service categorization schema (severity, importance,

criticality)

10.Determine inquiry/problem resolution requirements

11.Resolve inquiry/problem within prescribed time limits, if possible, otherwise escalate to appropriate Level 2

resource within agreed upon SLA escalation time periods. FURTHER RESPONSIBILITIES MAY BE ADDED AS AND

WHEN REQUIRED.

EA License No. - 14C6941

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