Title:  Engineer-Cloud & Infra Engg

Long Description

Service Desk Analyst

Experience- 5-7 Years

Must have Experience.

• Excellent Communication Skill.
• Strong Experience & background in Global Service Desk.
• Strong experience & Knowledge of ITIL Process.
• Strong experience & Knowledge of MIM.
• Active Directory-O365 is Required.

Parameters

Communication Fluency:

Grammar & Pronunciation:

Technical Knowledge:

ITIL/Service Desk Knowledge:

MIM Process Knowledge:

Job Description

• We are looking for a Service Desk Engineer to provide technical assistance to our clients. They will be the first point of contact for the users who call our IT Service Desk.
• While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming tickets, calls & chats.
• Tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.
• The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 2 support/advanced resolver teams.
• Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer) and network systems.

Core Competencies

• Communication skills - Excellent oral and written communication skills
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Experience with troubleshooting OSS and BSS tools
• Good Customer Service Skills
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
• Experience with working on ITSM tools
• Specific Knowledge of other required Computer Systems/Applications for different work environments.

Operational Requirement

• Responding to queries via chat, email, or phone
• Resolving problems with networks and other computer systems
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Following up and coordinating with other teams/Partners to resolve customer issues.
• Recommending improvements and fix process gaps
• Remotely accessing hardware or software for clients to make changes and fix problems
• Coordination & follow-up with Level2, Field-Ops for ongoing queries/request
• Follow up on pending tickets and updates
• The Go-to person for directing the requester for finding a solution with the right stake holders
• Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.

Area(s) of responsibility