Service Desk Engineer(L1/L2/L3)

raFT Consulting.

Service Desk Engineer/Technical Support engineer on Level 1,2 & 3.

Job Title: Service Desk Analyst L1 / L2/L3

Grade(Exp):

L1(1 to 3 Yrs)

L2(3.1 to 5.5 Yrs)

L3(5 to 7 Yrs)

Location: Noida/Chennai/Bangalore/Hyderabad

Shift: Rotational Shifts (24x7 support)

Work from Office

Notice period:- Immediate to 30 days

Role & responsibilities

• To maintain high login Efficiency (Availability) for customers.
• To resolve tickets within agreed SLA of ticket volume and time.
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum. average handling time (AHT), rejected resolutions or Reopen Cases.
• To update worklogs and follow shift for escalation process and process compliance.
• Fixing technical issues and helping users when problems arise.
• Investigating and resolving hardware and software glitches.
• Installing and configuring software on computers.
• Addressing user requests and issues.
• Logging all service desk communications and document issue resolution using an ITSM system.
• Prioritizing and managing incoming IT service requests.
• Collaborating with IT teams to tackle complex technical problems.
• Staying updated on the latest tech trends for continuous improvement.
• Tracking and routing problems or requests, and document resolutions.
• Identifying and prioritizing situations that require urgent attention.

Preferred candidate profile

• Must have experience managing international client.
• Ok for 24X7 role
• Available for immediate to 30 days joining.
• Highly effective communication and analytical skills.
• Knowledge of relevant IT service management practices and frameworks.
• Team-building and mentoring ability.
• Customer service focused.
• Strong attention to detail and Excellent interpersonal skills.
• Handle escalations from our client contacts.
• Strong technical knowledge of Microsoft Office 2010-Office365, Windows 7 11, In-depth experience knowledge on MS office/O365.
• Monitor day to day service desk operations
• Note:-

  For L2 & L3 roles team handling experience is must.

If interested share your profile on manish.modi@raftconsulting.in or whatsapp me on 8210743187.

Regards,

Manish Modi