Help Desk Analyst

4 weeks ago

Guwahati, India Jio Full time

Company Overview

Jio is at the forefront of India's telecom revolution, serving over 400 million customers with an expansive portfolio of digital apps and services. As a leader in providing B2C and B2B solutions, Jio offers comprehensive 5G solutions and cloud-native platforms. With headquarters in Navi Mumbai and a workforce exceeding 10,001 employees, Jio continues to drive growth and innovation in the Media & Telecommunications industry.


Job Overview

Jio is seeking a Mid-Level Service Desk Engineer to join our team in Guwahati. The Service Desk Engineer will serve as the primary point of contact for users facing IT issues, providing 24/7 support. This role involves diagnosing and resolving technical problems, delivering prompt customer assistance, and ensuring adherence to service quality standards. The engineer will utilize various tools to manage tickets, document resolutions, and consistently strive to maintain high user satisfaction.


Key Skills & Competencies

Open to work in 24*7 shift environment.

  • Receive, log, categorize and manage technical requests from the users via telephone, email, or a helpdesk system.
  • Monitoring alerts - Performance, health, and security of computing systems, networks, and services to ensure they operate efficiently and securely (Performance Monitoring, Health and Availability Monitoring, Security Monitoring, Network Monitoring, Application Monitoring, Log Analysis, Alerting and Notification).
  • Provide first-level resolutions to customer issue and promptly escalate unresolved queries to the next level of support.
  • Take ownership of severity incidents and service requests ensuring response time, resolution, coordination, and resolution with the appropriate business teams.
  • Manage and log all service requests (SR) from users via various channels (phone, email, portal). Categorize and prioritize service requests based on predefined criteria as per defined SLAs.
  • Provide first-line investigation and diagnosis. Resolve those issues upon first contact when possible or escalate to higher-level support when necessary.
  • Ensuring all faults are progressed & cleared within SLA as per defined targets and CSAT.
  • Monitor the performance of IT services and contribute to reports on service desk performance and user satisfaction.
  • Identify recurring problems and contribute to their resolution. Suggest improvements to the service desk process.

Key Skills and Competencies

Familiar with working on Windows, Linux, Networking & Cloud technologies.

Good command in Microsoft Excel and PowerPoint for reporting and presentations.

Excellent English communication and customer handling skills.

Proficiency in IT Service Management tools.

Knowledge of ITIL practices and methodologies.

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