ITSM-UST

 Below is the JD and expected R&R for coordinators profile.
 
1.Knowledge & Experience:
a)3+ years' experience on Service Desk support and coordination in Network enabled environment.
b)Good written and oral communication skills.
c)Good documentation skills.
d)Good MIS reporting and analytical skills.
2.Personal Attributes:
a)Experience at working independently and in a team-oriented, collaborative environment is essential.
b)Good orientation towards customer service.
c)Ability to effectively prioritize and execute tasks in a high pressure environment.
d)Proven analytical and problem-solving abilities.
e)Keen attention to detail.
f)Highly self-motivated and directed.
g)Excellent team working & Positive Attitude
3.Education & Work Experience:
a)B.E. / B. Tech. (Computer/IT) / MCA/ M.Sc. Computer Science or higher from a recognized university
b)Hold an ITIL certification.
c)3 years + experience of working within IT service desk environment.
 
R&R:
 
1.The team will be the FPOC for NSE end users w.r.t each and every service pertaining to End User Compute/Voice
2.Delivery of Incident Closure / Service Fulfillment by coordinating with the concerned/various internal IT teams within the SLA of NSE based upon the KT provided by NSE time after time.
3.The team will be responsible for defining and maintaining the OLA required to fulfill the SLA defined by NSE towards End User Compute/Voice.
4.Submission of team's performance by means of MIS reports for weekly and/or monthly review as per format mutually agreed.
5.Monitoring and reporting of SLA and OLA on daily, weekly and monthly basis as per format required by NSE.
6.End to End coordination of Incidents and Service Requests will be in scope
7.Receive and log all Incidents (including submissions received by telephone, electronically or other means approved by NSE) and open an Incident Record
8.Provide Incident detection, reporting, recording and initial support
9.Provide Incident investigation, diagnosis, impact analysis and reclassification as required
10.Utilize and update the Incident Management System with all relevant information relating to an Incident.
11.Make an initial determination of the potential resolution.
12.Prioritize and escalate Incidents from VIP or Executive Users.
13.Link multiple contacts pertaining to the same Incident to the associated Incident Record.
14.Act proactively and coordinate with all other parties (including Third Parties) as needed in order to resolve Incidents
15.Escalate Incidents within specified time limits to the appropriate party without compromising Service Levels or Security requirements.
16.Coordinate end to end for final resolution to the Incident
17.Escalate Incidents to the appropriate levels for resolution in accordance with escalation procedures approved by NSE
18.Restore normal service operations as quickly as possible following an Incident, with minimum disruption to NSE Business operations and in compliance with Service Levels
19.Retain overall responsibility and ownership of all Incidents until the Incident is closed, subject to NSE approval.
20.Review the proposed resolution time for each Incident with the appropriate party and update the status accordingly
21.Coordinate Incident tracking efforts and provide and maintain regular communications between all parties and Authorized Users until Incident resolution
22.Keep NSE informed of changes in Incident status throughout the Incident Lifecycle in accordance with agreed Service Levels.