Service Desk Engineer

Role Overview: You will be part of the global NTT DATA Group, specializing in value-added SAP solutions as NTT DATA Business Solutions. As a Service Desk Engineer, you will respond to L1 Troubleshooting issues and incidents reported by customers through various channels like Service Now, Email, Chat & Remote support. Your responsibility will be to identify, investigate, diagnose, and resolve or assign the issues to the right assignment group. Furthermore, you will capture all incidents in the Service Now tool, follow the incident life cycle, and provide resolutions to customers based on defined processes. Your role will also include upgrading technical and soft skills to achieve quality scores, CSAT scores, and resolution on call. You will be required to work in rotational shifts as part of the 24/7 support team. Key Responsibilities: - Respond to L1 Troubleshooting issues and incidents reported by customers - Identify, investigate, diagnose, and resolve or assign issues to the right assignment group - Capture all incidents in Service Now tool and assign tickets to relevant assignment groups - Provide resolutions to customers based on defined processes - Follow the incident life cycle as defined by the process - Upgrade technical and soft skills to achieve quality scores and CSAT scores - Assist with monitoring and tracking incidents to ensure resolution within SLA - Perform incident notification and escalation to ensure effective communication and management attention - Work in rotational shifts - 24/7 support Qualifications Required: - 2 to 4 years of experience in a similar role - Excellent communication skills - Fundamental technical know-how on system troubleshooting - Excellent analytical and problem-solving skills - Strong executive presence and ability to interact with Customer Top Management - Proven ability to transfer knowledge and stay aware of current trends and technical advancements - Team player mentality Note: You will understand that an employer brand is more than a logo and effectively communicate the value proposition of working at our company authentically and transparently.,