Service Desk Engineer_1+ Years_Coimbatore_Immediate

5 days ago


Coimbatore, India CIEL HR Full time

Role: Service Desk Engineer

Location: Coimbatore

Shift- US Shift Timings
Mode- Work from office.
Communication should be good.

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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