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service desk

e5jdnwg7ia5nmpidkgm0x86zidegds023flk1ol79g88672m82f3rk6vbddcyss8 · 30+ days ago

Bangalore, KA, IN

Negotiable

Full-time

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SN	Required Information	Details
1	Role	Service Desk Engineer
2	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.

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

About the company

E

e5jdnwg7ia5nmpidkgm0x86zidegds023flk1ol79g88672m82f3rk6vbddcyss8

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