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

Last updated on Aug 18, 2022

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