Global Service Desk Engineer

Hexaware Technologies

2 - 7 years

9 - 13 Lacs

mumbai pune chennai

Posted:1 day ago| Platform:

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Skills Required

customer service orientation service desk desktop active directory troubleshooting it support customer service international ticketing problem management end user ms office outlook ticketing incident management amadeus domestic ticketing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities

Handle incoming calls, tickets, and chat messages from users.
Ensure user queries or issues are captured, validated, and triaged for further processing.
Provide support with technical queries via phone/remote.
Identify, investigate, and diagnose issues.
Follow the Incident Lifecycle as defined by our processes.
Create and maintain KB articles for issues.
Timely ticket logging, prioritizing, escalation to resolver groups, progress updates till resolution.
Resolution of tickets within provided and agreed SLA.
Escalate the incident to the next line of support based on agreed process.
Flexible 24/7 support and rotational shifts.
Adherence to Service Desk policies and procedures.

What We Offer

Hands-on experience in IT support and customer service.
Opportunity to learn about different technologies, troubleshooting techniques, and customer interaction skills.
Exposure to real-world IT environments and challenges.
High visibility, opportunity to interact with multiple groups within the organization, technology.
Ability to work in different IT domain technologies.

Essential Skills

Bachelor's degree in IT or related field.
Minimum of 2 years experience handling technical service desk.
IT systems knowledge (Teams, Outlook, Wi-Fi, O365, Active Directory, Hardware, and software related troubleshooting).
Experience troubleshooting desktops/laptops.
Ability to comprehend end user queries from all geo locations.
Good interpersonal, communication and listening skills.
Strong customer service orientation required.
Outstanding analytical and problem-solving abilities.
Excellent time management and organizational skills.
Ability to remain calm and courteous while interacting with users.

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