PFB JD for Service Desk Engineer

To ensure effectiveness and efficiency in meeting the technical troubleshooting requirements and performance tuning within Service Level commitments made to the customer within. The main role is to provide single point of contact at offshore as a support analyst for customers IT Services and work within contracted Service Level Agreements. The resource is expected to be technically competent in managing all areas of Service Desk. He/she is expected to work on End to End management of incidents at Service Desk meeting the service levels defined. Below mentioned are the roles and responsibilities will be expected from the resource.

Job Description:

• We are looking for self-motivated individual with experience in voice based process providing Help-desk Support (IT)
• The ideal candidate should have good knowledge of technical helpdesk support functions with a minimum 2+ year of experience
• Preferred qualification is B.Tech/BCA/Diploma in IT field
• Should be open to a 24*7 work environment, Rotational shift with rotational weekoff
• Should be available to work on Indian Holidays
• Should be good in taking initiatives and responsible enough to handle pressure
• Must have a good understanding of handling Service desk issues
• Should possess excellent verbal & written communication, presentation skills, inter-personal skills
• Experience in similar help-desk profile which involves Incident Management & technical troubleshooting in Retail domain

Responsibilities:

• Handle Incoming Calls and perform troubleshooting over call as per Knowledge Articles available and provide first time fix over calls
• Handling Trouble Tickets in the form of Chat/Service Requests/Emails
• Working towards meeting the defined SLAs for all metrics
• Maximize customer satisfaction through effective solutions delivery
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user problems and be proactive when dealing with user issues