Location
Secunderabad | India
Job description
Job Description (Posting).
Service Desk EngineerNumber of Resources 50Location Hyderabad BangaloreRole Technology Operations AnalystResponsibilitiesProvide exceptional and professional customer service to our clientsAcquire and maintain current knowledge of relevant software hardware systems and support policies in order to provide technically accurate solutions to clientsTroubleshoot diagnose and resolve issues following standard operating procedures and using knowledge support tools Route incidents that cannot be resolved to second level teams Excellent to Troubleshoot diagnose and resolve issues following standard operating procedures and using knowledge support tools Collaborate effectively with other service desk team members Maintain dependable attendance and schedule adherence Proficient with diagnostics and troubleshooting using remote support tools Actively participate in the continuous improvement model strengthening skills and working on areas of opportunitySupport projects as assigned by the Service Desk Lead Manager1 Excellent with diagnostics and troubleshooting using remote support tools Experience operating in and troubleshooting enterprise environments WAN LAN Active Directory DNS DHCP Print Services etcStrong communication skills written verbal and listening with the ability to communicate effectively with clients of varying technical expertise (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Qualification
B-Tech
Skill (Primary)
DWP-USS-SERVICE DESK
Job tags
Salary
