Role Scope:Job Title: Service Desk Engineer (Private Cloud)Department: OperationsTeam: Customer ServiceManager: 1st Line Team LeaderLocation: Ahmedabad, IndiaShift: Rotational ShiftRole Purpose:Provide first-class technical support to customers, ensuring appropriate solutions are identified and implemented.Key Responsibilities:Incident and Service Request Management:Initial incident and service request triageCall handling and customer interactionAlert monitoring and escalationPoint of contact for customer calls and emailsMonitor, categorize, and prioritize incoming ticketsTriage and first fix of incoming ticketsAchieve and exceed SLAs, KPIs, and profitability targetsImprove customer service, perception, and satisfactionCommunication with customers regarding incident progress and changesUpdate and maintain internal process documentsTechnical Support:Network level support: WAN and LAN connectivity, routers, firewalls, and securityRemote access solution implementation and support: VPN and Remote Desktop ServicesSystem monitoringLiaison between customer and 3rd party suppliersService and Change Requests:Routine tasks, maintenance, and basic changes on various technologiesRespond to technical issues and service requestsMonitor team channels and service desk queuesRespond to customer queries (approx. 40 per day) related to server configurations, network and server hardware, and information requestsManage inbound customer requests via ticketing system or phoneReview customer SLAs and escalate critical issues as requiredPeople Interactions:Regular updates to customers on query progressConsult with external 3rd party suppliersCollaborate with internal stakeholders from various departmentsKnowledge & Skills:Familiarity with internal systems (Deskpro, Admin Tools, CRM, Nagios, Wiki, ICBM)Knowledge of email technology, web hosting technology, server management, virtualization, and security management solutionsStrong customer service, problem-solving, prioritization, time management, and communication skillsKey Behaviours:People First: Collaborate and support colleaguesBe Ambitious: Seek efficiency and continuous learningOne Team: Work together for the best outcomesBe Accountable: Take responsibility and deliver high standardsBe Curious: Ask questions and seek understanding Performance Output:Quality of work, including call monitoring, conversation quality, ticket resolution/completion rate, administration/ticket review.Adherence to internal and external SLAs.Adherence to key behaviours.
