IT Support Engineer (itil) - J33963a

Sampoorna Computer People
  • Bangalore
  • 10-15 lakh
  • 4-7 years
  • 69 Views
  • 11 Mar 2015
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  • IT/ Information Technology

  • IT/ Technology - Software/ Services
Job Description

The team in Bangalore will be responsible for performance of below tasks:

1st line support/ Dispatcher
Handle all incoming tickets and route these tickets to the right competence in order for
them to be handled and solved according to SLA (service Level Agreement).

Incident management
Participate in governance meetings; make sure that the team in Sweden receives
information regarding updates in the Incident process. Handle the incidents from creation in
tool until closure.

Change management
Administrate changes in the tool and own them until they are approved and closed.
Participate in governance meetings and update the team in Sweden in changes in the
Change process
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Problem management
Participate in governance meetings; make sure that the team in Sweden receives
information regarding updates in the problem management process. Handle root cause
analysis from creation in tool until closure and collaborate with the investigation team in
Sweden.

Configuration management

Administrate all Configuration items in our tools, assist with audits, participate in
governance meetings, and make sure that the team in Sweden receives information
regarding updates in the configuration management process.

Knowledge management
Handle updates needed in the systems, participate in governance meetings, make sure that
the team in Sweden receives information regarding updates in the knowledge management
process.

User administration
Handle all user administration (creation of new user accounts, reset passwords etc.) for both
application users and needed accounts for engineers and developers in Sweden.


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Sampoorna Computer People