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Service Desk Administrator

Company: Pan Asia Resources Pte Ltd
Location: Atlanta
Posted on: February 16, 2020

Job Description:

Company Description

Job Description

Title: Service Desk Administrator
Location: Atlanta, GA
Duration: 3+ Months

*EXPERIENCE LEVEL REQUIRED 1-3YR*

Service Desk:
The incumbent will also be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW.
The incumbent will receive calls during the assigned period and adhere to break schedules and use the appropriate Aux as applicable.
He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents.Incident Management:
Prepare incident MIS as per requirements.
Ticket re-assignment to PRG's if ticket unresolved by L2 (where ever applicable).
Routing / Chasing of tickets with other PRG's.
Proactive Remedy Queue Management.Problem Management:
Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation.
Creating child tickets and tagging them with problem ticket.
Tracking resolution and updating KB.
Callback the user and confirm resolution (where ever applicable).

Administrative Task :Proactive Remedy Queue Management.

Required Skill(s) TIS Service Desk (L2) , Infra SD Remote User and Device Management (L3)
Essential Skill(s) TIS Service Desk (L2) , Service Desk Consulting (L1)
Additional Skill(s) ITIL Incident Mgmt (L1) , ITIL Problem Mgmt (L1)

Additional Information

Regards,
Suprajhaa
Pan Asia Resources
919 342 0598

Keywords: Pan Asia Resources Pte Ltd, Atlanta , Service Desk Administrator, Other , Atlanta, Georgia

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