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 |
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Good-to-Have |
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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 |
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Last updated on Aug 18, 2022
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