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Job Requirements of Service Desk Engineer:
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Employment Type:
Full-Time
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Experience:
Not Specified
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Education:
Not Specified
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Travel:
Not Specified
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Manage Others:
Not Specified
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Location:
Mumbai, Maharashtra (Onsite)
Do you meet the requirements for this job?
Service Desk Engineer
Job Responsibilities:
- Provide IT Service Desk support, Operate in rotational shifts to provide 24x7 coverage
- Document all reported incidents and service requests in ticketing system
- Acknowledge and assign reported incidents/service request within response SLA target
- Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions to ensure SLAs are met
- Maintain ownership of cases and follow-up on reported until closure, gather accurate and complete relevant information and record in ticketing system
- Coordinate with OEMs/Vendors / resolution teams
- Manage customer expectations and notify Shift leader/Team Lead in the event of unusual surge in calls of a specific nature, impact on customer business and SLA
- Be the first point of contact for all the changes, major incidents and update regularly to all stockholders
- Generate operational and daily status reports
- Identify and suggest possible improvements
Recommended Skills
- Networking
- Problem Solving
- User Assistance
- Issue Tracking Systems
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Job ID: 14502696
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