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Service Desk Expert

5 - 7 years

5 - 9 Lacs

Chennai

Posted:3 months ago| Platform: Naukri logo

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Skills Required

Service management Analytical Service desk Active directory windows support Incident management ITIL process Troubleshooting Operations Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ownership of technical issues through to conclusionGood command over English Assists both Service Desk Agents and Service Desk Trainees in the management of any issues through to conclusion Works with the team in dealing with major incidents, owning, escalating and following through to conclusion Monitors and analyse performance of Service Desk Agents handling live incoming calls and provides call coaching advice and guidance to Agents to improve the quality of the service delivered to the Customer Ensures Service Desk infrastructure has the correct level of functionality and is operational Supports contact and follow up for Resolver groups to progress Incident, Problem and Change chases initiated by Service Desk AgentsTeam Working Proactively assists other team members to achieve team objectives and targets, may run short training sessions for Service Desk Agents Supports discovery and documentation activities for the Service Desk Data Handling Ensures correct deployment of escalation route for all operational technical calls within Fujitsu and external resolving groups Ensures Knowledge base is maintained Reviews and filters all staff suggestions regarding any improvements to any aspect of the service and escalate to appropriate contact point Able to deal communicate complex technical instructions clearly and simply Able to resolve difficult technical problems taking into account a range of factors. Understands all scenarios detailed in current Business Continuity Plan documentation and have the ability to invoke when necessary. Makes recommendations and updates to all operational procedures Requires less (or no) supervision and is more able to deal with non-routine situations. Deals with escalations from Service Desk Agents and takes ownership of more difficult problemsTypically supports 1 customer/desk Could be internal and/or external customer Typical career path will be to Service Desk Team Manager or ITIL Process Manager Support the resolution of incidents to agreed service levels Assess and improve the skills and knowledge of Service Desk Agents Support assessing and implementing new service components. To act as point of support in dispute or uncertainty over appropriate resolver group for an incident. To ensure the Incident Management process, procedures and work instructions are adhered to by all relevant parties. For Process Controller : The main responsibility is Quality and Governance.

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Fujitsu
www.fujitsu.com/

IT Services and IT Consulting

London England

10001 Employees

137 Jobs

    Key People

  • Takashi Genno

    President and Representative Director

  • Yoshihito Kawai

    Executive Vice President

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