Service Desk Specialist

 

        Service Desk Specialist  
CoE-VIM  

  function reports to Global Delivery Management / CoE VIM Operations Manager   Job Family Job Code       Department proposed job band   SPA   key result / decision areas (outcomes) & Responsibilities  

• Act as point of entry for all inbound first level support calls /emails/ITSM Tickets. Provide a professional first technical point of contact for the customer.
• To provide an exceptional customer experience and satisfaction.
• Responsible for ownership, monitoring, tracking and communication of all actions.
• Handle service requests.
• Efficient in multitasking to manage the incident and Service Request queue/calls/emails/
• Adhere to published Service Desk processes, procedures and Incident /Service Request excellence guidelines at all times.
• Perform initial Triage and preliminary checks with customer end-user/customer IT Department/ helpdesk
• Perform basic triage/ investigation using provided tools and document in ITSM tool
• Ensure cases are allocated to the most appropriate 'next step' as part of the case flow process.  Liase and refer issues to correct/relevant entities .

 

• Undertake any other reasonable task as assigned.
• Manage the efficient recording, tracking and escalation of Incidents and complaints.
• Ensure Proper and Timely Incident registration, investigation, diagnosis, monitoring and configuration.
• Ensure Customers are regularly and consistently informed on Incident/Service Request progress. Provide updates as needed to the customer in order to meet performance objectives.
• Ability to progress the incident with coordinating with Technical service manager ,different fault resolution groups and stakeholders involved in resolution of an incident.
• Detection of possible Problems and their assignment to the Problem Management team for them to raise Problem records.
• Work closely with worldwide team to ensure service with focus on quality.

 

• A determination to process tasks according to pre-defined processes is essential

 

• Document all troubleshooting and incident/SR management actions via the electronic incident / SR management system in a timely manner.

 
 
     
 

• Make assessment of requests that cannot be easily categorised referring them to Service Desk Supervisor if necessary for further qualification based on agreed service levels.

 

• When necessary Invoke escalation procedures relative to the appropriate Customer/Product/Service SLA.

 

• Manage the Request/Incident life-cycle, including closure, verification and customer communication.

 

• Attend Service Desk process and procedure training sessions when required.

 

• Attend Product and Service training sessions when required.

 

• Undergo competency checks on a regular basis.

 

• Highlight any training and education needs.

 

• Ability to build relationships with peer and management levels both with clients and the company management

 

• shift work required (including night shift ) with 2 week offs

    Key Spoc  for status updates on

• Incidents ,
• Problem Cases,
• Service Requests
• Knowledge management (KEDB) updation within GSI
• Documentation and Reporting
• Getting resolution from  Third parties, Vendors and suppliers for fault

  MIS customer report preparation on technology part   Ensure Service Delivery as per agreed SOW / SLA   Take initiatives in learning and certifications       proposed job band SPA  
1essential role related competencies, skills, certifications and experience Technical & Functional Skills & Certifications Good network support knowledge and experience with networking/communications background .
 
Working knowledge / understanding of Voice Telephony(Legacy & IPT) of Cisco , Voice Mails,Contact Center,Networking, Linux / Windows OS.
  Working knwoledge in one or more of the following is preferred:

• IP Telephony (Cisco Technologies ) - Optional
• Network, LAN/WAN topologies and protocols - Mandatory
• Systems/Network Management Tools – Optional
• Server Support – Optional
• Standard Desktop products – Optional

Service oriented, customer focused with good customer service skills . Good interpersonal skills . Teamwork 'can do' attitude essential Able to work within a time critical, customer focused environment Excellent analyzing skills with out of the box thought process Good time management, organizational and communication skills . Ability to work under pressure .Ability to deal with multiple tasks . Proactive, self motivated and determined attitude .
Problem solving skills . Ability to communicate at all levels across the business.
Excellent telephone/conference call/ meetings manner and engagement skills. Positions will require to work in rotational shifts to support 24 * 7 operations /project assigments. Capable of representing the organisation during major incidents. Willingness to learn and expand knowledge. Ability to learn quickly and understand basic network connectivity and infrastructure. Awareness of ITIL Incident Management preferred.         education, qualifications, and certifications BE/Graduation/Diploma  in either Electronics,Telecom, Computer Science CCNA – Mandatory
ITILV3 Foundation (optional)
Good Communications skill   experience 1.5 years + relevant exp.       behavioral skills (interview rating sheet) Rating Scale 1=NA, 2=Average, 3=Good, 4=Excellent, 5=Outstanding 1 Learning Agility & Flexibility 5 2 Results Orientation 5 3 Customer Service Orientation 5 4 Team Work & Collaboration 5 5 Communication 5 6 Self Development 4 7 Problem Solving 5 8 Personal Drive & Coping with Pressure 4 9 Global Effectiveness 4 10 Operational & Financial Excellence 3