Service Desk L1

2 weeks ago

Bengaluru, India NTT DATA Full time

**Primary Purpose**

The primary purpose of the Service Desk Engineer is to acts as a single point of contact that provides an interface for other activities performed by NTT DATA, CUSTOMER and authorised associated third parties; confirms the Call or Contact is from a user, a resolver group, authorised third party service desk, resolver group or other support group; captures all relevant information in the CUSTOMER's ITSM Remedy Platform to arrive at an initial diagnosis and resolve the in-scope Incident.

**Lines of Reporting**

The Service Desk Engineer reports directly into the Service Desk Manager.

**MAIN DUTIES**

The main duties include:

- A minimum of 2 years' experience in a similar role
- Fluent in English dialect and strong written English skills
- IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts
- Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosis
- Prioritising Incidents and Requests as per the agreed Service Level Agreements
- Ability to work autonomously and use initiative to handle difficult situations
- Ability to multi-task, working on multiple Incidents or Requests in unison
- Calling end-users as necessary
- Remotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account and software administration)
- Executing resolutions and fulfilment activities as per knowledgebase articles stored in Remedy
- Functionally escalating Incidents and Requests, to respective resolver teams
- Proactively requesting updates for Incidents and Requests which are assigned to resolver teams
- Seeking end user acceptance of Incident Resolution and Request Fulfilment activities
- Documenting details and steps taken to resolve an Incident or Request
- Proactively suggesting knowledgebase articles for consideration of publication
- provide confirmation of Incident Priority Level assigned as per the priority matrix agreed with CUSTOMER;
- where a Call from a User is outside the scope of any Agreement, the Service Desk will take details of the user's issues and pass on details to CUSTOMER's Service team;
- all Calls which are answered will deemed to be Contacts, a Call which is abandoned before being answered is not deemed to be a Contact, but will be captured as an abandoned call if not answered after 20 seconds;
- Where a Call has been referred to a third party in accordance with agreed process, the Service Desk will confirm that necessary information has been provided against the agreed knowledge article;
- will provide Users details of known errors and workarounds (where available);
- allow users or resolver groups, authorised 3rd party and support groups to raise or follow up on contacts logged relating to the services
- resolve Incidents at First Line as defined in CUSTOMER's first time fix list
- escalate any complaints from users to the Team Lead and Service Management team per documented and agreed escalation process
- coordinate and liaise with associated resolver groups and third parties as required.

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