Help Desk Administrator Job In Macropace Technologies In Bengaluru / Bangalore

• Work closely with UST L1 leader and provide daily support as needed of the L1
• operators, keeping a pulse on incoming/outgoing tickets and monitoring SLAs
• Managing the customer satisfaction program for the offering, identifying
• opportunities for process improvements
• Engage with stakeholders across the Merative infrastructure and programs
• landscape to ensue a script for Help Desk is made available -and regularly improved
• upon
• Work with our IT SharePoint leaders to regularly update articles and web content
• support for Help Desk awareness and self-help guidance
• Focus on Top Ticket Drivers for the Help Desks and find ways to reduce them and
• improve the end-user experience
• Create and execute Help Desk Support Readiness process for new engagements
• RCA focal involved in understanding impacts of major outages / lessons learned
• Act as focal to ServiceNow development team on improvements driven from Help
• Desk
• Manage process for communicating outage/emergency activities to the organization
• Overall experience: 8-10 years

• Communication management across channels, updating helpdesk articles, guides - minimum 6 years
• Project management - minimum 6 years
• ITIL framework - minimum 3 years
• Customer support - minimum 3 years
• Hands on experience with help desk ticketing, and remote assistance software - minimum 6 years
• ServiceNow
• M365

Macropace Technologies is looking for Any Graduate / Post Graduate profile candidates.