IT Service -Catch & Dispatch

S2Integrators
Department Icon IT / Software Development & Related
Posted: 2 months ago
0-1 years
Mumbai, Maharashtra
IT / Software Development & Related
work from office
Full Time
Posted: 2 months ago
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Job Description

  • Job Overview:
  • 24×7 front-line IT helpdesk support: handle calls, log incidents, dispatch tickets to resolver groups within SLA.
  • Key Responsibilities:
  • First point of contact for IT incidents and service requests.
  • Record, track, and close tickets in ITSM tool (ManageEngine ServiceDesk Plus).
  • First-call resolution for standard issues.
  • Escalate to L2/L3 or field engineers per SOP.
  • Maintain SLA compliance and CSAT.
  • Prepare operational reports, capacity/utilization inputs and service metrics.
  • Ensure SLA compliance, audit readiness and RBI/security policy adherence.
  • Maintain SOPs, runbooks, KB articles and operational documentation.
  • Coordinate with OEMs/vendors and internal teams for issue resolution.
  • Support DR drills, patching, vulnerability remediation and preventive maintenance.
  • Participate in RCA preparation for Priority incidents.
  • Follow Incident, Problem, Change and Service Request Management processes.
  • Technical Skills:
  • ITSM tools (ServiceNow, ManageEngine), Windows OS, MS Office, AD basics. Certifications:
  • Preferred: ITIL Foundation. Coverage Model: Remote 24×7.

Skills

ItilItsm

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