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Service Desk - Associate

Service Desk - Associate

UST

1 - 5 years

0 Lacs

kochi kerala

Posted:4 days ago| Platform: Shine logo

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Skills Required

service desk active directory itil

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Support Engineer, your main responsibility will be to resolve incidents and service requests within the agreed Service Level Agreements (SLAs). You will collaborate closely with internal teams, customers, and vendors to ensure timely issue resolution and effective service delivery. It is essential for you to follow ITIL best practices, adhere to organizational processes, and contribute to proactive initiatives aimed at enhancing service quality. Key Responsibilities: - Resolve L1 incidents and service requests within agreed SLAs while understanding the priority and severity of issues based on ITIL practices and customer agreements. - Analyze repetitive incidents to identify high-ticket-generating Configuration Items (CIs) and contribute to runbook updates for continuous improvement. - Escalate unresolved tickets within the organization or to customer peers as per SLA guidelines, ensuring timely follow-up, managing ticket backlogs, and effective communication with respective teams and customers. - Collaborate with different delivery towers to resolve tickets within SLA, document and share learnings, and participate in team and organizational-wide initiatives to improve service delivery. - Install and configure software, tools, and patches as required to ensure the smooth running of customer environments, while following and adhering to organizational and customer-defined processes. Qualification Required: - Technical Skills: - Understanding of customer infrastructure and the ability to correlate system failures. - Ability to use ITIL practices for incident and service request management. - Familiarity with common troubleshooting steps and runbook usage. - Communication Skills: - Strong communication skills to lead customer/vendor calls, meetings, and collaborate effectively with cross-functional teams. - Collaboration & Stakeholder Management: - Ability to work across multiple teams, driving timely resolutions and sharing knowledge. - Problem Solving: - Analytical mindset with the ability to resolve incidents and provide solutions within SLA. - Customer Focus: - Strong focus on meeting customer needs and delivering high-quality service. Desired Qualifications: - Basic understanding of ITIL practices and frameworks. - Prior experience in L1 or similar technical support roles. - Familiarity with ticketing tools and service management platforms. Additional Details: The company values individuals who can adapt to a fast-paced work environment, meet deadlines, and demonstrate a willingness to participate in continuous learning and skill development.,

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Service Desk - Associate