Title:  Service Desk

Area(s) of responsibility

Service Desk Analyst

Location- Mumbai

Experience- 5-7 Years

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.

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.