Associate-Enterprise ServiceDesk

Stratacent; Pune District; On-site; INR 350,000 - 450,000; Full time

Benefits offered by this job

Meal in office

Group Medical Insurance

Continuous learning program

Job summary

Stratacent is hiring for Associate Enterprise ServiceDesk in Pune and Gurugram. The role is full-time with a 24x7 rotational shift, including nights, weekends, and holidays. You will troubleshoot issues reported by users, create and manage tickets, and route them to the right resolver groups.

You will track tickets, ensure correct categorization, and escalate major incidents as required. The position requires a Bachelors degree in CS/IT/CA, solid understanding of operating systems, basic

Qualifications

• Bachelor’s degree in computer science, information technology or computer application.
• Good understanding of operating systems.
• Basic knowledge of hardware, application software and networking.
• Excellent written and spoken communication.

Responsibilities

• Troubleshoot / resolve issues for users contacting the ServiceDesk.
• Create tickets (Incidents / Requests) and coordinate with resolver groups for resolution.
• Identify correct categories / sub-categories for issues to route tickets appropriately.
• Analyze tickets to ensure first-time right resolution and minimize ticket hops.
• Identify Major Incident criteria and escalate to Lead or Incident Manager when needed.
• Maintain ticket status updates and follow up with users on resolution progress.

Skills

Operating systems understanding

Hardware basics

Networking basics

Communication skills

Education

BSc Computer Science / BCA / MCA / BTech

Job description

Associate Enterprise ServiceDesk

Job Location: Pune and Gurugram

Employment Type: Full Time

Timing: 24*7 – Rotational (includes nightshifts, weekends and holidays)

Job overview

Key responsibilities

• Troubleshoot / resolve the issues for which users connect with the ServiceDesk
• Create tickets [Incidents / Requests] and follow up with resolver groups for resolution
• Identify the right categories / sub-categories for the issues to ensure the tickets are created, resolved / routed under right category/sub-category
• Analyse the tickets to ensure they are resolved right first time and avoid unnecessary ticket hops
• Analyse and highlight any issues which needs to be raised as Major Incident to the Lead or Incident Manager basis the criteria
• Keep track of the tickets and follow the 3-strike policy and keep the user updated on the status of the tickets apart from following up with them on resolution status.

Required Skills & Attributes

• Bachelor’s degree in computer science, Information Technology or Computer application (BSc. Computer Science, BCA, MCA, BTECH)
• Good understanding of Operating systems
• Basic knowledge and understanding of hardware, application software and networking
• Excellent written and spoken communication

• 2. One time meal in the office
• 3. Group Medical Insurance
• 4. Continuous learning program (Certification Courses)

Company Profile

Stratacent is a Global IT Consulting and Services firm, headquartered in Jersey City, NJ, with global delivery centres in Pune and Gurugram plus offices in USA, London, Canada and South Africa. We are a leading IT services provider focusing on Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provides services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations. We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS and GCP.