Service Desk - Senior Agent (7-10 Years)

Job Description

Job Title: Service Desk - Senior Agent Job Location: Bengaluru, India What we offer? Veoneer is a world leader, and over the years, Veoneer has delivered more than 1.1 billion electronic control units and crash sensors to car manufacturers globally. Owned by AIP and headquartered in the U.S. Veoneer has approximately 2,550 employees in 11 countries. What you'll do? Single point of contact for SD support calls for IT related questions/problems Support Coverage – 24/7 Incident and Request Management Receive L1 calls and emails on password issues, access issues, desktop/laptop issues Call tracking and escalation to Second Level groups Notify end-users about major IT service and network outages as per Veoneer defined notification process Maintaining the Knowledgebase articles Daily, Weekly and Monthly SD reports Support and assist in configuring Service Requests, Survey and Knowledgebase Module in SNOW Ticket logging and tacking, IT Service Desk Team will request users to provide specific information required to assist with incident identification and resolution of tickets in a timely and efficient manner. All incoming calls and tickets will be logged in ServiceNow. All tickets under ITSD queue will be managed and tracked until resolved. Receive and log all incidents (including submission received by phone, electronically) and open an Incident Record. Utilize and update the Incident Management System with all relevant information relating to an Incident. Link multiple contacts pertaining to the same Incident to the associated Incident Record. Link multiple Incidents pertaining to the same Service Request to the associated Service Request Receive and log all incidents (including submission received by phone, electronically) and open an Incident Record. Resolve Incidents that are resolvable by Level 1 Support and close the Incident, including Service Requests, after receiving confirmation from the affected Authorized User that the Incident has been resolved Resolve Incidents arising from or related to Services and Software support. Act proactively and coordinate with all other parties as needed to resolve Incidents and action Service Requests. Transfer Incidents within specified time limits to the appropriate party without compromising Service Levels or security requirements. Provide or coordinate the final resolution Provide Incident detection, reporting, recording, and initial support. Provide Incident investigation, diagnosis, impact analysis, and reclassification as required. What you'll bring? ITIL Certification Knowledge in ITIL and COBIT processes Experience with utilizing ServiceNow in an enterprise environment. Proven experience in a service desk or technical support management Excellent verbal and written communication Continuous improvement mindset Quick learner who easily adapts to ambiguous situations Strong relationship building skills Preferred Qualification: Any technical graduate degree preferred Show more Show less