service desk

SN Required Information Details 1 Role Service Desk Engineer 2 Required Technical Skill Set Knowledge of Windows OS, Microsoft Office Suite, Basic Networking, Remote Tools, Office 365 & Service Now Ticket Tool. Desired Competencies (Technical/Behavioral Competency) Must-Have

• Language : English
• Strong oral and written communication skills.
• Exceptional interpersonal skills, with a focus on listening, and questioning.
• Experience with Microsoft Windows OS fault resolution.
• Experience troubleshooting Microsoft Office 2013/2016 suite

Good-to-Have

• Knowledge of ITIL principles; Incident, Service Request, Major Incident, Knowledge and Problem,
• Working knowledge of a range of diagnostic utilities.
• Knowledge of desktop and laptop hardware and peripherals.

SN Responsibility of / Expectations from the Role 1 Key process accountabilities are Incident Management, Service Request Fulfillment, Knowledge Management and Continual Service Improvement. 2 Answer to resolve all incidents and requests first time(FCR) 3 Answers telephone calls presented within the OLA. Responds to incoming service desk incidents and requests in a professional manner 4 Resolves incidents within the defined OLA 5 Ensures effective first-line investigation is completed before escalating to second or third line. 6 Accurately records all diagnostics, communications and resolutions in the service management toolset 7 Follows best practice guides and scripts as required 8 Ability to prioritize and control workload 9 Ensures issues, reopened incidents and urgent issues are escalated immediately to the Service Desk lead 10 Cross train and share knowledge with other team members often 11

• Role – L1 Service Desk IT Support Associate (Chat, Email and Phone – Contact Channels)
• Should be flexible with 24/7 rational shift and rotational Weekly offs
• Should be available for Work from Office during training and continue to be available to Work from office during production as well (Hinjewadi- Phase 3, SP – S3)