Service Desk Engineer

Role & responsibilities

• Providing a Single Point of Contact (SPOC) for assistance with IT services under scope
• Log IT related tickets (incidents, service requests, events) from users- (received through phone, mail, logged tickets in the tool)
• Acknowledge the tickets, allocate appropriate category
• Classify the tickets as per Severity and Impact
• Communicating pertinent information regarding incidents and associated progress to the stake holders on need basis.
• Allocate the ticket to the respective support groups and track the ticket for closure
• Recording, tracking, and updating incident ticket information in the service desk tool
• Ensure activity details are updated in the tool by the respective support groups.
• Route service requests to the appropriate teams (viz. user mgmt. Group, mail mgmt. group etc.) Provide first level telephonic support for end user issues pertaining to desktop/laptops, OS, client

applications

• Escalate incidents / tickets which are going beyond the service levels
• Escalate incidents pertaining to Suppliers non-performance or delays
• Escalate issues pertaining to user's non-availability or non-cooperation
• Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholder.

• One of our Client. 1.6 years of genuine experience.
• Graduation must.
• Should have genuine salary account.
• BGV would be from Our end and Client end as well.
• Payroll - Outworks Solutions

• Location Greater Noida sector 142

• Number of Positions -10