Yash Technologies

About Yash Technologies

YASH Infrastructure Management Services (IMS) team is looking for a strong IT Service Desk Engineer for supporting IT operational requirements. The shortlisted candidate should have strong communication, interpersonal, analytical and problem solving skills. Should have an ability to effectively communicate complex technical issues within the team, and is able to work individually or as part of a team to achieve project goals. Primary Skills: Should have 2 - 4 yrs of IT Experience Provide initial problem determination and first level support problem resolution Password reset for Windows AD and other Applications Operation system errors and warning (windows) Outlook support Office support Telephony support (Cisco) Android/iPhone/Blackberry support Workstation/Laptop software and hardware Basic hardware triage for PC – Printer issues Network and VPN connectivity i. Call tracking and escalation to Level 2 groups ii. Remote control of desktops for troubleshooting and problem resolution purposes The Analyst will: Log required User and Call information Investigate Incidents to determine the problem source Serve as the User’s focal-point in resolving Problems Provide Users with status updates Follow procedures for creating work orders for IMAC activities Follow escalation procedure for Second and Third Level Support, when necessary, to resolve problems in the shortest possible time Log information into the YASH Knowledge Base Provide problem resolution to the User YASH’s responsibilities will include: Receive and log all Incidents (including submissions received by telephone, electronically, or other means approved by CRL) and open an Incident Record. Provide Incident detection, reporting, recording, and initial support. Provide Incident investigation, diagnosis, impact analysis, and reclassification as required. Utilize and update the Incident Management System with all relevant information relating to an Incident. Make an initial determination of the potential resolution. Prioritize and escalate Incidents from VIP Users. Link multiple contacts pertaining to the same Incident to the associated Incident Record. Link multiple Incidents pertaining to the same Service Request to the associated Service Request. Resolve as many Incidents as possible during the Authorized User’s initial contact with the Service Desk, without transferring the call or using any escalation. Resolve Incidents that are resolvable by Level 1 Support and close the Incident, including Service Requests, after receiving confirmation from the affected Authorized User that the Incident has been resolved. Resolve Incidents arising from or related to the Services and Software support. Act proactively, and coordinate with all other parties as needed in order to resolve Incidents and action Service Requests. Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or security requirements. Provide or coordinate the final resolution. Escalate issues to the appropriate levels for resolution in accordance with escalation procedures approved by CRL. Escalate an Incident where the Incident cannot be resolved within the relevant Service Levels or agreed timeframe. Close an Incident, including Service Requests after receiving confirmation from the affected Authorized User that the Incident has been resolved. Restore normal service operations as quickly as possible following an Incident, with minimum disruption to CRL’ business operations, and in compliance with Service Levels. Retain overall responsibility and ownership of all Incidents until the Incident is closed subject to CRL approval.

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Company Info

Legal Form: Ltd

Company Type: Private

Company Size: 1001 - 5000

Revenue: 100 - 500 million (USD)

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Job Ads found: 22164

Job Ads per Month: 452.3

Hiring Locations: 38

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