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Service Desk Engineer

This requirement is valid till 24-07-2019

Required Skills:

  Service Desk
Location:  Bangalore
Domain:  IT & ITES
Qualification:  Any Degree
Experience:  3-5 yrs.
Job Description with Roles & Responsibilities:  ï‚· Dealing with incoming faults in a professional, courteous manner over the phone and via emailï‚· Taking ownership of faults and managing them in a logical and methodical mannerï‚· Correctly logging incidents and faults, categorising and prioritising them in line with team proceduresï‚· Conducting full and through diagnostics with end users to enable first point of contact fault resolutionï‚· Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams asappropriateï‚· Managing faults through their entire lifecycle from the first point of contact through to resolution, proactivelykeeping the customer informed of progressï‚· Diagnosing and resolving problems to the customers satisfactionï‚· Maintain and develop own knowledge and skills to assist with first time fault resolutionï‚· Identify and escalate repeat issues or service risks into service management teamsï‚· Sharing knowledge with team colleaguesï‚· Manage a number of scheduled tasks for customers, designed to ensure that the customers systemsremain operational 
Skillset:  ï‚· Dealing with incoming faults in a professional, courteous manner over the phone and via email ï‚· Taking ownership of faults and managing them in a logical and methodical manner ï‚· Correctly logging incidents and faults, categorising and prioritising them in line with team procedures ï‚· Conducting full and through diagnostics with end users to enable first point of contact fault resolution ï‚· Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate ï‚· Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress ï‚· Diagnosing and resolving problems to the customers satisfaction ï‚· Maintain and develop own knowledge and skills to assist with first time fault resolution ï‚· Identify and escalate repeat issues or service risks into service management teams ï‚· Sharing knowledge with team colleagues ï‚· Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational 

 

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