1.The Helpdesk Coordinator will act
as the single point of contact to the Customer/users for all IT related
requirements ·
2.Responsible for attending all
incidents, service requests landing at the Service Desk via the Tool, Mail
& Telephone.
3.Responsible for understanding the
various categories of calls for e.g. issues on Desktops, Laptops and Domains ·
4.The responsibilities of the
Helpdesk Coordinator will be to Log all the calls, assign it to engineers,
track it till closure, and update the user ·
5.Responsible for allocating proper
call categories for the incidents and Service Requests.
6.Adherence to response time is the
key responsibility of SD ·
7.Responsible for proper knowledge
of Prioritization Matrix so as to classify the incidents and service requests
as per the Severity ·
8.Responsible to track engineers
availability to assign incidents without violation of the SLA ·
9.Responsible to monitor the
Incident status to respond, resolution as per SLA ·
10.Responsible to ensure proper
activity details are updated in tool by all engineers ·
11.Responsible to inform AM-IT /
OM-IT in case Incident is violated or going to violate the SLA ·
12.Responsible to update Escalation
Matrix & Servicedesk tool for any changes immediately.
13.Responsible to generate Pending
Incident report before defined service desk closure time.
14.Responsible to meet AM-IT and
discuss pending incident report once in a week ·
15.Logging calls with the vendors
and ensuring that the calls are resolved within the SLA signed with the vendor.
Educational Qualification : Any Graduate
Experience : Experienced, freshers
Location : Mumbai
About Company :
For over ten years the Pangea3 team
at Thomson Reuters has been the global leader in legal process outsourcing
services, allowing corporations and law firms to save valuable time and money
on resource-intensive tasks. That leadership continues with a new vision for a
new era. Thomson Reuters Legal Managed Services now delivers Pangea3 expertise,
with a best practices approach to leveraging the right combination of advanced
technology, legal expertise and sophisticated processes. This is an exciting
time to join the Thomson Reuters’ global family. You will be working in a
high-growth, and fast-paced environment with legal, engineering and business
professionals who are committed to excellence and successfully supporting
corporate and law firm clients around the world. Our teams excel in the areas
of eDiscovery and document review, contract lifecycle management, due
diligence, financial trade documentation and regulatory change management. We
can say with confidence that the hard work and dedication of our over 1800,
full-time professionals is unmatched by anyone else in the industry. Our teams
love what they do and we’re delighted that our clients seem to like it too. We
are honoured to be an industry-recognized leader, continuously winning prestigious
awards year after year .
