Service Desk L1

2 weeks ago

Bengaluru, India NTT DATA Full time

**Req ID**:232924

We are currently seeking a Service Desk L1 to join our team in Bangalore, Karn\u0101taka (IN-KA), India (IN).

**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.

**About NTT DATA Services**

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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