Service Desk Engineer-Infrastructure Management

Position:Service Desk Engineer-Infrastructure Management
Experience: 1 -2 Years

Handling calls, Emails, Chats, incidents, and events on the tickets.

Log details of all incidents. Alerts/events and problems utilizing standard reporting methods.

Provide first-line fixes, utilize relevant procedures, or escalate problems.

Use supplied checklists and ensure that problems highlighted are followed up.

Maintain procedures compliant with ITIL, the company s quality management system.

Documenting and reporting on service desk activities such as incident reports, problem resolution, and staff training activities.

Contribute to improving customer support by actively responding to queries and handling complaints.

Follow up with customers to identify areas of improvement.

Strong Knowledge of Computer, IT infrastructure, Printers, MS-office products, networks, servers Monitoring tools like Tivoli, etc. along with their components.

Escalate tickets to L2 and L3 as appropriate and follow up for the resolution.

Experience in handling international (European Geographics) clients.

Tracking and documenting any changes made to KB article and creating of KB article.

Handling checks and reports which should be timely sent to clients in.

Ability to work a flexible schedule outside of typical business hours.

Will be responsible for Incident Review in ServiceNow using defined quality criteria for all P1 and P2 Incidents

Ensure that the Incident management documentation process is being performed with a high level of quality.

Generate reports on an ad hoc or recurring basis using incident data from ServiceNow

Project Description

1. Provide support on the first line of the help desk to the external customer, assisting users with hardware and software problems via phone, email, and chat. Within the time specified by the agreed service levels.

Mandatory Skills

1. Strong working knowledge of Printers, Operating Systems, MS Office, Active Directory, VPN, ServiceNow, Etc.
2. Excellent communication skills (written & verbal)
3. Sound knowledge of ITIL framework and practices.
4. Strong knowledge of preparing Excel reports, PowerPoint, and other SOP documents.
5. Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
6. Categorize and record reported queries and provide solutions.
7. Monitor issues from start till resolution.
8. Escalate, if needed, unresolved problems to a higher level of support
9. Ability to work under pressure and manage tight deadlines or unexpected changes in expectations or requirements with a proven track record of operational process change and improvement.
10. Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams.

Qualifications

Any stream graduate