Service Desk Engineer- 3+ yrs-Contact to hire
Job description: Ã˜ Should Provide Service Desk support to all the corporate usersâ€™ onsite and offsite on windows platform. Ã˜ Should Handle a team of atleast 10 Engineers Support Team. Ã˜ Answering phone calls, recording incidents, providing resolution, escalating if necessary and closing request per the established SLA. Ã˜ All mails to be read thoroughly and replied to all the concerned in case of escalation. Ã˜ Obtain usersâ€™ information to adequately describe the request/issue reported and put it into the tracking tool. Ã˜ Provide first level resolutions. Ã˜ Generating the tickets and aligning the Engineer of concern team to solve the issue encountered. Ã˜ Coordinating with engineers, users and management people for the update on the calls. Ã˜ Closing the ticket ID with the proper resolution method followed by engineer to troubleshoot the issue. Ã˜ Taking the user acknowledgement/feedback before closing the ticket ID. Ã˜ Coordinating with concern teams on escalated issues pertaining to servers, desktops, network etc. Ã˜ Maintaining the Material Inward & Outward report and preparing Spares Inventory as well procurement data.
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