Service Desk

Area(s) of responsibilityService Desk AnalystLocation- MumbaiExperience- 5-7 YearsWe are looking for a Service Desk Engineer to provide technical assistance to our clients. They will be the first point of contact for the users who call our IT Service Desk.While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming tickets, calls & chats.Tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 2 support/advanced resolver teams.Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer) and network systems.Operational RequirementResponding to queries via chat, email, or phoneResolving problems with networks and other computer systemsDiagnosing system errors and other issuesFollowing up with customers to ensure full resolution of issuesFollowing up and coordinating with other teams/Partners to resolve customer issues.Recommending improvements and fix process gapsRemotely accessing hardware or software for clients to make changes and fix problemsCoordination & follow-up with Level2, Field-Ops for ongoing queries/requestFollow up on pending tickets and updatesThe Go-to person for directing the requester for finding a solution with the right stake holdersProvide an end user experience with follow up calls for the resolution and closure of tickets or incidents.