- Role: DPC Service Desk Operator
- Experience: 0 – 2 years
- Salary: Not Disclosed
- Location: Mumbai (All Areas)
- Company: Hdfc Bank
About Hdfc Bank
HDFC Bank became included in August 1994 inside the call of HDFC Bank Limited, with its registered workplace in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995.
DPC Service Desk Operator Job description
Job Purpose To facilitate the batch incident requests, as in step with the defined method using the HDFC Bank, this will assist in reaction & escalation. To perform execution & tracking of all tick list activities as a part of DPC Operational sports 24*7 for all three hundred and sixty-five days. To execute the assigned checklist successfully and correctly and ad-hoc jobs in an accurate and timely manner on a day-by-day basis.
Job Responsibilities (JR): 6 8 Areas Actionable (4-6)
Responsible for executing assigned checklists,
unique person requests & ad-hoc/bulk Job
processing requests in the shift. Ensure to perform each task in the checklist and cross-test if any unique request or any ad-hoc activity is to be accomplished on the name log foundation with no mistakes or delay.
Responsible for timely execution and tracking
of all backups, monitoring the same until completion. Ensure to monitor the backup as per the agreed time and according to the task dependency. Ensure that when executing the backup it has to come in writing mode to complete in described time body.
Responsible for tracking of e-mail signals Email monitoring to be completed in a shift in a well-timed way to ensure and capture all of the scheduled activities, instructions, and statistics w.R.T table-wise Applications and all emails facts to be shared with next shift handover person to keep away from skipping any hobby.
Responsible for escalation to Shift in Charge,
System Supervisors for any discrepancy inside the
daily executions Timely enhance to Shift in Charge and System Supervisors for any task failure or run time exceed or any abnormality discovered during tick list activities execution. Ensure to log the call ID for each incident.
Responsible for timely logging of snow-required
incidents. Call ID to be logged for each incident like activity failure or run time exceed and make certain proper closer comments to be up to date in call ID.
Responsible for adhering to the audit
deliverables of DPC E-tick list and Manual tick list to be stuffed on well-timed foundation and right handover to be shared with subsequent shift person.
Ready to increase shifts throughout any emergency
and to paint in 24*7 shifts. Need to wait for a shift on time and continually ought to be prepared to keep the shift in case of any emergency like flood, strike, etc.
Responsible for well-timed escalating unresolved P1 and P2 Incidents to defined escalation ranges as per the escalation Matrix. Timely enhancement to Application crew participants for P1 or P2 ServiceNow Tickets (Job failure or run time exceeds tickets raised). Ensure the right remark is up to date in the Call price tag.
Responsible for reviewing pending incidents.
Tickets for timely closure. Incident Tickets logged at some point of the batch executions desire to be tracked on a well-timed foundation with a respective app or Group contributors to attend & close on time. Publishing the pending tickets document to respective organization participants at everyday periods.
DPC Service Desk Operator Responsibilities:
Ticket Management:
- Handle incoming provider table tickets through numerous channels consisting of electronic mail, cell phone, and ticketing systems.
- Prioritize, categorize, and control the lifecycle of service requests and incidents.
- Provide well-timed and green resolution to user problems.
Technical Troubleshooting:
- Diagnose and clear up hardware, software programs, and community troubles.
- Utilize faraway get right of entry to gear to troubleshoot and fix consumer troubles.
- Escalate complicated problems to better-level aid groups while important.
System Monitoring and Maintenance:
- Perform normal tracking of facts processing systems to ensure gold standard performance.
- Conduct routine protection tasks which include software program updates, patches, and backups.
- Maintain distinct information on device adjustments and upkeep sports.
User Support and Training:
- Offer guidance and aid to customers on statistics processing structures and applications.
- Develop and maintain user manuals, and FAQs, and assist with documentation.
- Conduct education classes and workshops for customers on new structures and strategies.
Collaboration and Communication:
- Work closely with other IT groups to clear up multi-faceted troubles.
- Communicate efficaciously with users to apprehend their issues and provide clear solutions.
- Document all assist interactions and resolutions inside the provider table machine.
Security and Compliance:
- Ensure that records processing systems adhere to organizational security regulations and industry policies.
- Implement and reveal safety features to defend information integrity and confidentiality.
- Assist in compliance audits and evaluations as needed.
DPC Service Desk Operator Skills and Qualifications:
Technical Proficiency:
- Strong knowledge of records processing software and gear.
- Knowledge of working structures (e.g., Windows, Linux) and simple networking.
- Familiarity with database control and query languages (e.g., SQL).
Problem-Solving Abilities:
- Analytical abilities to diagnose and remedy technical issues successfully.
- Creative thinking to develop effective solutions for complicated issues.
Communication Skills:
- Excellent verbal and written communique to have interaction with customers and file procedures.
- Ability to explain technical concepts in reality to non-technical users.
Customer Service Orientation:
- Patience and empathy while assisting users.
- Commitment to offering super, consumer-targeted help.
Organizational Skills:
- Ability to manage more than one responsibility and prioritize successfully.
- Attention to elements in documentation and problem tracking.
Preferred Qualifications:
- Certifications together with ITIL (Information Technology Infrastructure Library), CompTIA A+, or Network+.
- Previous experience in a carrier table or technical support role.
- Knowledge of IT service management (ITSM) tools and fine practices.
Apply Now: DPC Service Desk Operator
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