Summary:
ITOC (IT Operation Centre) - Based out of India (Chennai), the ITOC staffs is for the purpose of vetting reported Incidents and Requests coming into the Service Desk ticketing system or a Service Desk support line. Other responsibilities will include system monitoring around the clock during their hours of operation. ITOC hours of operation will be coordinated to provide 24x7
Essential Duties and Responsibilities
- System Monitoring: Conduct a health check of all systems being monitored by PRTG every 15 minutes during their regular shift and initiate the escalation of critical system incidents and/or outages.
- Monitor security warning and initiate next level support to resolve the threat.
- Should act as a single point of contact for all the users
- Responsible for Log tickets, Track the progress, update and close the tickets as per the status
- Service Desk Incident and Request first responders
- Respond to all cases within 15 minutes with an acknowledgment back to the raised user that states their case has been received by the Service Desk and is currently being reviewed. This includes creating Service Desk tickets when requests for service is received via a Service Desk support line.
- Vet the case to determine first level of escalation (Tier 1, Tier 2 , IT Service Operations). If Tier 1 or self-assign anything on the scope of support.
- Handle voice calls
- Contact users when needed to progress or close tickets.
- Perform first level of support including basic troubleshooting activities in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, etc
Shift Timings :
5 working days/week