Service Desk Engineer

Designation: Service Desk Engineer

Experience: 3-5years

Job Location: Bangalore

Notice Period: Immediate- 30days

NOTE: 1st and 2nd Round would be Face to Face (On the same day).

About the Role

End User IT Support Deliver continuous firstlevel IT support to all Customer users including business users and firstlevel IT support for Applications and Infrastructure environment for Customer via the designated Service Desk platform ensuring accessibility and responsiveness across all communication channels which includes email, NLP enabled chat, chatbot Service Portal and Phone calls through contact center solution.

Responsibilities

• Incident and Service Request Management: Own the lifecycle of incidents and service requests promptly maintaining transparent communication and timely updates to endusers until closure.
• Knowledge Base Maintenance: Maintain and update the Service Desk knowledge base to include latest resolutions process updates FAQs and user guides ensuring accuracy and accessibility.
• Performance Monitoring and Reporting: Monitor key Service Desk performance metrics eg ticket volume response resolution times user satisfaction and submit regular operational performance reports to Customer management.
• VIP Support: Manage and deliver priority services for the Customer users designated as VIPs as per the agreed process.
• Major Incident Management: Facilitate the escalation coordination and resolution of major incidents ensuring continuous ownership from detection through to final resolution and post incident review.
• Multichannel User Support: The Service Provider shall Provide and enhance support across multichannel service access for end users including but not limited to voice email chatbots and self service portals ensuring consistent service quality across all channels.
• Access and Configuration Management: Conduct routine reviews and updates of user access rights configurations and Service Desk system settings to maintain operational efficiency and data security.
• Cross Functional Coordination: Collaborate with internal IT teams and external partners to ensure effective integration escalation and resolution of complex cross functional issues.
• Service Level Compliance and Continuous Improvement: Ensure compliance with all agreed SLAs and proactively identify opportunities for process enhancement to improve service delivery performance.
• User Management: Support all user management activities for joiner mover and leaver process.