0 - 1 years
2 - 3 Lacs
Posted:2 days ago|
Platform:
Work from Office
Full Time
Role: Global Service Desk Engineer
Location: Gurugram
Experience: 0-1 Year
Salary: Upto 3.60 LPA
Shift: Rotational
6 days working
Initial assessment of reported incident or service request at Helpdesk
Provides support for basic incidents reported via email, ticket or phone Follow triage for High Severity Incidents and start Sev1/2 ticket Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components Collect information through a customer conversation, accessing support tools, and additional support staff (serviceresources) if needed. Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility Asking questions about the problem and explaining possible solutions Dealing with common or basic technical issues Taking remote desktop to diagnose the root cause and provide fix Using automated diagnostic programs to solve network problems Updating knowledge bases with details of common problems Using helpdesk software to log calls with descriptions of issues, progress and solutions Adhere to response & resolution SLAsDesired Skills: Excellent verbal and written communication skills Working experience on BMC Remedy tool Should be willing to work in shifts (24*7) Overall, should be a good team player with willingness to learn and drive to achieve. Working experience into remote support tool (added advantage) Window OS & desktop troubleshooting knowledgeQualification: Graduate with Diploma/Certificate in Information Technology Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference) Certifications & Specializations
Team Computers
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