RS Consulting Looking for Global Support IT at Pune, Maharashtra, India Full Time

• Base knowledge about ITSM / ITIL
• Appropriate customer communication
• Basics of IT technology
• Knowledge of Camelot solutions
• Quick comprehension & good overview
• Willingness to collaborate with other teams (independent of location)
• Strong focus on process compliance

Tasks

1st level tasks include more than just working off tickets, you need to be part of the whole support organization.

• Ticketing
• Answer phone calls, convert into tickets.
• Review tickets for completeness & correctness, adjust if needed.
• Resolve tickets, if not possible:
• Dispatching to 2nd & 3rd level support
• Emergency handling
• Monitoring
• Keep the overview with dashboards & ticket queues.
• React to notifications & alerts.
• Knowledge sharing
• Update runbooks on known cases
• Keep documentations updated.
• Create & perform internal trainings.
• Maintain help articles for customers to avoid ticket creation.