Service Desk - Associate

2 - 3 Years
1 Opening
Trivandrum

Roles and Responsibilities:

• Leverage Customer designated Service Management tool for incident logging and service request.

• Engineer to take ownership of all Incidents and Service Requests from End User contact (Phone, Email, Chat, Web-based) to the Service Desk to closure. This includes following up with other teams /team members in other queues to ensure best end user experience.

• Provide Incident and Service Request resolution for Supported Services and Software as defined in the Customer Knowledge Base.

• If no Knowledge Base article exists, then the engineer will determine if a knowledge base article needs to be created and follow appropriate procedures to do so.

• Engineer will provide best effort support for unsupported services, software, and hardware. Best effort support is making an attempt to resolve the request by using internet resources, L2, and supervisor knowledge.

• Flag Incidents when Knowledge Base articles are needed and update Knowledge Base on regular basis.

• Escalate unresolved Incidents and Service Requests based on the defined escalation processes, maintained, and stored in Knowledge Base system.

• Identify and report opportunities for the Service Desk to ServiceDesk Lead to tackle more difficult incidents/requests

• Ensure continuous improvement year over year with regards to meeting and exceeding requirements.

• Adhere to the SOPs, SLAs and KPIs provided by Customer.

• Engineer will communicate all trending issues to Customer during weekly meeting

• Identify VIP members, engineer will take extra care in following documented processes and procedures which includes but not limited to non-direct contact and the expedited escalation of ticket to proper support queue

Service Desk, Itil Process, Windows Administration, Active directory