The Centre for Development of Advanced Computing invites applications for Project Associate – Technical Helpdesk at CDAC, Delhi. The last date to apply is May 24, 2023
About CDAC
Center for Development of Advanced Computing (C-DAC) is a self-governing scientific body of India under the Ministry of Electronics and Information Technology. CDAC is the premier R&D organization of the Ministry of Electronics and Information Technology (MeitY) for carrying out R&D in IT, Electronics and associated areas.
No. of Posts
05
Job Description
- Collaborate with internal teams for complaints resolution
- Documentation throughout the monitoring, change control and maintenance
- Serve as a Helpdesk support for Service desk management and provide technical support
- Providing support to colleague’s support team
- Drafting operating procedures.
- Training to colleague staff.
- Adhering to all IT network compliance, procedure, internal and external audits, formulated DR/BCP procedures and practices
- Service desk / Helpdesk for Client/Customer requirements like all types of communication, and resolution of escalations.
- Preparation of RCA and weekly/monthly reports for submission to Management.
- Accepting and logging user calls related to the IT Infrastructure, applications and network connectivity.
- Categorizing and prioritizing calls.
- Communicating call information to the responsible internal or external contact support.
- Tracking calls to ensure timely response (in accordance with agreed service levels).
- Regularly updating the status of the calls
- Escalating the calls in the event of a delay in call resolution
- Coordinating end-user communications, both inbound and outbound, in the form of telephone calls, electronic transmissions, paper forms, broadcast notifications etc.
- Closing the call post-resolution.
- Generating call reports as per the pre-defined frequency.
- To facilitate and support the restoration of normal operational services with minimal business impact on the customer within agreed service levels.
- Receive, update, and assign service calls on Service Desk Tool used for call tracking ensuring the call is logged properly regarding procedures and verifying contract coverage to achieve SLA.
- Assign the ticket to the respective support engineer based on the Call type.
- Send an acknowledgement email to the user as per the template.
- Seek assistance from the Helpdesk Manager if and where required.
- Create periodic reports regarding ticket receipt/creation and assignment.
- Ensure complete handover at shift change.
- Any other work assigned with due authorization of the Operation Manager.
- Follow up with resolver teams on assigned tickets for updates/closure.
- Ensure appropriate quality of updates on tickets.
- Ensure tickets logged are quickly assigned and do not remain unassigned.
- Send update emails to users where Turnaround Time (TAT) is about to be breached.
- Be responsible to drive the closure of assigned tickets.
- Seek assistance from the Helpdesk Manager if and where required.
- Create periodic reports regarding ticket assignments, updates, and closures.
- Ensure adherence to the process by HDE and resolvers in all cases.
- Review ticket volumes/status and complete control of Turnaround Time (TAT) / Service Level Agreements (SLA).
- Escalate unresolved problems to Operation Manager / Subject Matter Experts (SME).
- Ensure that all Service Level targets are met.
Required Skill Set
- Experience in managing Service Desk tool with ITSM processes
- Hands-on – ITSM processes and Service desk tool management
- Full accountability for managing day-to-day Helpdesk activities
- Possessing Excellent troubleshooting, analyzing and problem-solving skills
- Process & delivery excellence, Ensure process &compliance with client requirements
- Skill set in policies and procedures as per ITIL and ITSM standards.
- Knowledge and experience in Service Management concepts, including Incident, Change and problem management
- EMS tools: Knowledge NMS, EMS tools, the configuration of devices and parameters in tool and monitoring, Helpdesk ticketing tool
Additional Skill Set
- Excellent troubleshooting and communication skills
- Should have an understanding and experience of industry best practices on configuration.
- Excellent business communication skills
- Good documentation and presentation skills
Qualifications and Experience
- Minimum 1 – 4 years of relevant experience
- BE/B. Tech with any Specialization OR MCA OR Post Graduate degree in Science / Computer Application.
- Below 34 years as of the last date of application.
Salary
Approx Rs. 49,000/- pm, salary offer will be commensurate to qualification & relevant experience.
How to Apply?
Interested candidates can apply for this post through this link.
Location
Delhi, Anywhere in India.
