Service Desk Engineer_1+ Years_Coimbatore_Immediate

CIEL HR

1 - 5 years

4 - 6 Lacs

coimbatore

Posted:3 days ago| Platform:

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Skills Required

troubleshooting international voice process it helpdesk it service desk

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role: Service Desk Engineer

Location: Coimbatore

Shift- US Shift Timings

Roles and Responsibilities:

Respond to inbound calls and log incidents and requests for users.
Triage emails & self-service incidents and requests at inception, capture all relevant information to arrive at an initial diagnosis
Prioritize incidents and requests as per the agreed service level agreements
Call end-users as necessary
Execute resolutions and fulfilment activities as part of FCR that are part of Service Desk responsibilities.
Functionally escalate incidents and requests, to respective resolver teams
Proactively request updates for incidents and requests which are assigned to resolver teams
Seek end user acceptance of incident resolution and request fulfilment activities
Document details and steps taken to resolve an incident or request
Proactively suggest knowledgebase articles for consideration of publication
Remotely connect to devices and systems to provide first line support (which include but are not limited to password resets, account and software administration)

Requirements:

International inbound call handling experience (preferably UK/US)
Good written & spoken English
ITIL basics
Basic technical troubleshooting skills (Hardware & Software)
Experience in using ticketing tool.
Experience working with onshore teams and clients
Technical expertise and experience working for a managed service provider
Ability to work individually and take initiative to handle difficult situations

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