Service Desk Analyst

Service Desk Analyst

Experience:

1 to 5 Years

Location:

Jamnagar

Mode:
Work From Office.

Role Overview :
The Level 1 Engineer will serve as the first point of contact for end users seeking technical assistance. This role focuses on troubleshooting computer hardware, software, and application issues while providing exceptional customer experience

Key Responsibilities:

Landscape highlights:

- Scope elements:
Installation, configuration, break/fix, preventive maintenance, patching, antivirus management, backups/restoration, asset CMDB management, and SOP upkeep.
- Helpdesk:
Telephonic/web-based, 24×7×365; single-window for all IT/MES requests; integration with e-helpdesk (MITS/other).

Scope summary

- MES End-User Compute L1/L2 Support (24×7×365)
- Field support for the full list of client/printing devices and peripherals
- Installations, configuration, upgrades/patches, break/fix, preventive maintenance, and backup/restoration workflows
- Anti-Virus console operations, policy enforcement, signature/version updates, outbreak response
- OS/Application patch management using WSUS/SCCM per RIL policy
- Backup management and verification, on-demand restorations, image backups
- IRM compliance for endpoints as per RIL standards
- SOPs/best practices, optimization, and service improvement plans

Asset & Helpdesk Operations

- Maintain up-to-date CMDB/Asset Register with issuance/recovery and periodic reporting
- 24×7×365 helpdesk operations: call logging, triage, coordination across L2/L3 and partner teams, communications, status feedback, user clearance
- Helpdesk performance commitment: ≥93% calls answered per shift; allowed deviation 7%; penalty Rs.250 per deviation

Service Levels & Penalties

- Response SLA (per category):
Normal 1 hr, Critical 30 min, Super-Critical 15 min; with stated relaxations and penalties/hour
- Resolution SLA (per category):
Normal 8 hrs, Critical 1 hr, Super-Critical 30 min; with relaxations and penalties/hour
- SLA penalty cap: 10% of Net Annual Contract Value
- RCA submission timeline: within three business days post-resolution
- Acknowledge category-wise penalty rates and capping at 10% of Net Annual Contract Value as per Annexure

B.3 and Annexure

F.
- Monthly SLA report prepared by Contractor, validated by EIC; only approved reports treated as final.