Job Description
- Deals with all service request and
incidents assigned including VIP users
- Ensure escalated tickets are
documented in real-time and in accordance with Service Desk
- processes and quality standards
- Follow best practice ticket
management processes, i.e., ensuring tickets owned are handled and
- updated as per process and every
effort is made to make service levels
- Present a positive, effective and
flexible contribution to achieving team targets and objectives
- Collaborate with external
Resolution Groups, including on-site teams, to ensure service levels are
- met or exceeded
- Remain well versed in help desk
policies, procedures, standards and documentation
- Resolve incidents escalated by
SPOC as per the agreed SLAs and timelines and by following the
- SOPs and run book
- Escalate problem to Technical Team
lead
- Always keep the SPOC informed
about the status of ticket
- Resolve tickets within scope of
responsibilities according to defined procedures and record all
- trouble shooting done on calls
with accuracy on the ticket
- Focus on building good working relationships within the team and also communicate and explain
- to end users at help desk about
the issue, cause and solution.
Experience
Minimum of Fresher - 2 Year(s) Of Experience
Job Category
Desktop Support Engineer
Key Skills
Web Servers
Basic troubleshooting
Desktop Support
Linux installation
OS Installation
Printer installation
Printer Troubleshooting
Software Installations
Troubleshooting
Troubleshooting of IT devices
WEB SERVICES JSP
Windows Installation
Job Overview :
