Level 1 Service Desk Analyst (English Speakers)- Immediate joiners required

Level 1 Service Desk Analyst (English Speakers)- Immediate joiners required

Nityo Infotech Services Pte. Ltd.
0-5 years
Not Specified

Job Description

Job Role : L1 Service Desk Agent
Contract : 1 Year Contract with Nityo Infotech
Salary : Upto RM 3200Basic +RM200 Shift Allowances + RM 200 (Contract completion bonus per month)
Job purpose:
Monitoring alarms and performance of complex Telecom BSS systems, initiate trouble tickets (TT) in case of any issues with monitored nodes, escalate to L2 support for unresolved issues
• Responsible for the coordination, support, management and execution of 1st Level proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
• Duties and responsibilities
• 1st level Incident Management
• Proactive monitoring and alerting L2 teams.
• Monitor and respond quickly and effectively to requests received through the monitoring tools as per the SLA defined in the process.
• Forward technical support issues that cannot be addressed by the L1 team to the appropriate technician (Level 2 or Escalation Team).
• Document internal procedures.
• Work in shifts in a 24/7 support team.
• 24x7 proactive monitoring of Telecom BSS Stack including CRM, Billing Application, Charging Application, Mediation and Activation, Order and Catalog System etc and IT Infrastructure of Operating Systems, Server, Storage, Networking equipment at minimum
• Monitoring includes telecom services and components alerts configured in the IT Service Management tool and escalating the same to the concerned resolver group based on the reference document provided by the stakeholders
• Escalations and Follow up with the Resolver Grouper team specified in the Service Management Tool
• Prior experience delivering the Level 1 service on any industry standard Service Management suite as Service Now, BMC, and Manage Engine etc. is mandatory.
• Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks
• On time Escalation and Reporting of alerts according to Incident Management process
• Experience of coordinating with Customer, Incident, Problem and Change Managers
• Experience of executing the technical tasks from the defined standard operating documentation
• Performing health check of in-scope system as per standard HC procedure provided by L2
• Perform end to end system audit (technical) as per the standard technical audit documentation provided by L2
•Delivering Results & Meeting Customer Expectations
• Understanding of SLA (Service level Agreement) concept
• Following Instructions & Procedures
• High level of communication is a must
• Knowledge sharing & Collaboration Skills
• Advanced understanding and development experience of web service, soap protocol
• Understanding of provisioning and activation flow and logic in a telco IT environment
• Knowledge sharing and collaboration skills
• Excellent English skills, oral and written

If you are interested for applying please share us your updated cv here 📧 [Confidential Information]

Thanks & Best Regards,
Payal Soni
Technical Resource Executive
WhatsApp: +918882868616

Nityo Infotech Corporation is a global provider of IT services and end-to-end solutions designed to help clients improve their competitiveness and efficiency. Nityo Infotech has operations in 11 countries with 16 offices across globe includes US, Europe and Asia. Its portfolio of solutions and services includes outsourcing, system integration, Application Software development, IT consulting and Quality Assurance & Training. Nityo provides services to several clients located across the world, including many Fortune 1000 and Global 2000 companies, in the commercial, industrial and government sectors - across key vertical markets, like financial services, Manufacturing & Semiconductor, life sciences and healthcare, telecommunications and utilities, Top notch System Integrators, and independent software vendors. Nityo is a SAP Service Partner & also has created Center of excellencefor PeopleSoft technologies in their offshore devolpment centers in Singapore & India. Visit us @ www.nityo.com to know more about us.....

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