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