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Atos Fresh &exp !!

The document describes a job opening for an IT Service Desk Agent position with Nityo Infotech working for their client Atos. The role is a level 1 support position working in 3 shifts on a 24/7 basis and requires fluency in English. Key responsibilities include monitoring systems and initiating trouble tickets, escalating unresolved issues, coordinating support activities, and responding to requests according to service level agreements. Prior experience with service management tools is required along with skills in communication, procedures, customer expectations, and more.

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Daya Nanda
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22 views

Atos Fresh &exp !!

The document describes a job opening for an IT Service Desk Agent position with Nityo Infotech working for their client Atos. The role is a level 1 support position working in 3 shifts on a 24/7 basis and requires fluency in English. Key responsibilities include monitoring systems and initiating trouble tickets, escalating unresolved issues, coordinating support activities, and responding to requests according to service level agreements. Prior experience with service management tools is required along with skills in communication, procedures, customer expectations, and more.

Uploaded by

Daya Nanda
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Greetings From Nityo Infotech !

Kindly find the attached description and the below details of the job opening:

Job Title : IT Service Desk Agent

Contract : 1 Year Contract with Nityo Infotech (Extendable)

Client : Atos

Fresher Salary Budget : RM2800 base+ RM200 as an Allowance +400 KPI( Monthly )

Experience Salary Budget : RM3600 base+ RM200 as an Allowance +400 KPI( Monthly )

We are looking for the following:

24x7 services, resources will be dimensioned in 3 shifts

Should be fluent in English writing, speaking.

Job title Level 1 Support as Service Desk analyst


Job Location Malaysia

Job purpose:

 Monitoring alarms and performance of complex Telecom BSS systems,


initiate trouble tickets (TT) in case of any issues with monitored nodes,
escalate to L2 support for unresolved issues
 Responsible for the coordination, support, management and execution of 1st Level proactive and
reactive maintenance activities to ensure that services provided to customers are continuously
available and performing to Service Level Agreement (SLA) performance levels.
 Duties and responsibilities
 1st level Incident Management
 Proactive monitoring and alerting L2 teams.
 Monitor and respond quickly and effectively to requests received through the monitoring tools as
per the SLA defined in the process.
 Forward technical support issues that cannot be addressed by the L1 team to the appropriate
technician (Level 2 or Escalation Team).
 Document internal procedures.
 Work in shifts in a 24/7 support team.
 24x7 proactive monitoring of Telecom BSS Stack including CRM, Billing Application, Charging
Application, Mediation and Activation, Order and Catalog System etc and IT Infrastructure of
Operating Systems, Server, Storage, Networking equipment at minimum
 Monitoring includes telecom services and components alerts configured in the IT Service
Management tool and escalating the same to the concerned resolver group based on the
reference document provided by the stakeholders
 Escalations and Follow up with the Resolver Grouper team specified in the Service Management
Tool
 Prior experience delivering the Level 1 service on any industry standard Service Management
suite as Service Now, BMC, and Manage Engine etc. is mandatory.
 Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks
 On time Escalation and Reporting of alerts according to Incident Management process
 Experience of coordinating with Customer, Incident, Problem and Change Managers
 Experience of executing the technical tasks from the defined standard operating documentation
 Performing health check of in-scope system as per standard HC procedure provided by L2
 Perform end to end system audit (technical) as per the standard technical audit documentation
provided by L2

Skills:

 Delivering Results & Meeting Customer Expectations


 Understanding of SLA (Service level Agreement) concept
 Following Instructions & Procedures
 High level of communication is a must
 Knowledge sharing & Collaboration Skills
 Advanced understanding and development experience of web service, soap protocol
 Understanding of provisioning and activation flow and logic in a telco IT environment
 Knowledge sharing and collaboration skills
 English skills, oral and written

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