• Provide End to End support for internal end users• Incident Management & Request Fulfillment Management Experience through tools like Remedy• Coordinate with Infra Support Service Desk and other technical teams for issue resolution• Tickets to be transferred or escalated to respective support groups if it is non-resolvable or out of scope.• Follow up with the respective support teams/towers for appropriate action on pending incidents/requests on a daily/weekly basis.• Monitor the status and progress towards resolution against IT service levels of all in-scope open incidents and requests.• Vendor Management and Procurement management on a need basis.• Attending Governance meetings and providing Root Cause Analysis to internal and external customers on a weekly/monthly basis.• Supporting in Planned and unplanned downtime reported. Job Requirements:• End User support experience• Knowledge on any ticketing tool• Inventory management and control• Vendor management and procurement• Knowledge Based Articles/user guide creations• Process documentation• Networking support and troubleshooting skills – VLAN, security, routing• Vo IP phones support and troubleshooting• Windows Server maintenance and administration• Knowledge on GPO, AD is desired• ITIL Foundation certified is an added advantage.
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