Title:  Engineer-Cloud & Infra Engg

Area(s) of responsibility

JOB DESCRIPTION – Off Hour Service Desk Support
Location          - Remote
Window of Support           - TBD
Exp Level         - 3 to 5 Years

Job Description
As a Senior Service Desk Analyst, you will be a key member of the technical support team, responsible for overseeing the team's operations and delivering the highest level of customer service.
Your role will involve handling technical issues, driving innovation and simplification for the team and customers & promoting operational excellence. 
As a Senior Service Desk Analyst, you will be a pivotal player in ensuring optimal customer service through effective technical support services.

Responsibilities
•    Receives and handles requests for Incidents & service requests, following agreed procedures.
•    Promptly receives calls as appropriate & follows the customer voice script.
•    Logs incidents and service requests and maintains relevant records:
•    Identifies and classifies incident types and service interruptions
•    Records incidents cataloging them by symptom and resolution
•    Resolving incidents in time.
•    Acts under guidance to record and track reliability data for your services
•    Addition to it they are responsible in handling departure requests 
•    Report progress of ticket backlogs to the BSL & HSS IT leadership
•    Continue monitoring of the open tickets
•    Working hours 4:30 AM IST – 12 PM IST (Off hours support)