Job Description

Role Scope: Job Title: Service Desk Engineer (Private Cloud) Department: Operations Team: Customer Service Manager: 1st Line Team Leader Location: Ahmedabad, India Shift: Rotational Shift Role 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 triage Call handling and customer interaction Alert monitoring and escalation Point of contact for customer calls and emails Monitor, categorize, and prioritize incoming tickets Triage and first fix of incoming tickets Achieve and exceed SLAs, KPIs, and profitability targets Improve customer service, perception, and satisfaction Communication with customers regarding incident progress and changes Update and maintain internal process documents Technical Support: Network level support: WAN and LAN connectivity, routers, firewalls, and security Remote access solution implementation and support: VPN and Remote Desktop Services System monitoring Liaison between customer and 3rd party suppliers Service and Change Requests: Routine tasks, maintenance, and basic changes on various technologies Respond to technical issues and service requests Monitor team channels and service desk queues Respond to customer queries (approx. 40 per day) related to server configurations, network and server hardware, and information requests Manage inbound customer requests via ticketing system or phone Review customer SLAs and escalate critical issues as required People Interactions: Regular updates to customers on query progress Consult with external 3rd party suppliers Collaborate with internal stakeholders from various departments Knowledge & 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 solutions Strong customer service, problem-solving, prioritization, time management, and communication skills Key Behaviours: People First: Collaborate and support colleagues Be Ambitious: Seek efficiency and continuous learning One Team: Work together for the best outcomes Be Accountable: Take responsibility and deliver high standards Be 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.