Service Desk L1

7 days ago

Bengaluru, India NTT Data Services 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.

  • Service Desk L1

    7 days 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;...

  • L1 Service Desk Coordinator

    4 days ago

    Bengaluru, India Quess IT Staffing Full time

    **About Us** “Magna Infotech, now Quess IT Staffing, is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions...

  • Service Desk l1

    6 days ago

    Bengaluru, India nFrastructure Full time

    **JD - L1 - Service Desk** ***Job Description: -** To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest....

  • Service Desk

    3 days ago

    Bengaluru, Karnataka, India Anya Consultancy Services Full time ₹ 2,40,000 - ₹ 6,00,000 per year

    Position: L1 Service Desk / Technical Support (Freshers)Location: Bangalore / Coimbatore (Work-from-Home option available)About the Role:We are looking for enthusiastic fresh graduates to join our L1 Service Desk / Technical Support team. This role offers exposure to technical support operations with opportunities to grow into L2/L3 roles and eventually...

  • Service Desk

    2 weeks ago

    Bengaluru, India 2COMs Full time

    ROLE : SERVICE DESK (Voice Support) - LOCATION : Bangalore - JOB DESIGNATION : SERVICE DESK MANAGEMENT JOB DESCRIPTION : Managing one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through...

  • Service Desk L1

    7 days 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...

  • Service Desk Specialist

    1 day ago

    Bengaluru, Karnataka, India LogFix SCM Solutions Pvt Ltd Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Job Title: Senior Service Desk SpecialistExperience Required: 8+ YearsLocation: BangaloreRole Overview:We are seeking an experienced and detail-oriented Senior Service Desk Specialist to lead support operations, streamline escalation workflows, and strengthen our IT service management processes. This role requires expertise in handling complex escalations,...

  • Service Desk

    2 weeks ago

    Bengaluru, India Zones Full time

    As a rapidly growing global provider of IT solutions, we’ve expanded from Seattle to Sydney, Dallas to New Delhi and beyond - with reach in over 80 countries around the world. Today’s top brands count on Zones and our world-class partners - Microsoft, Apple, Cisco, Dell, Lenovo, and more - to transform their enterprises. Headquartered in New Delhi and...

  • INT Service Desk Analyst @PUNE

    2 weeks ago

    Bengaluru, Pune, India KVC CONSULTANTS LTD Full time ₹ 2,77,000 - ₹ 4,20,000 per year

    Greetings from KVC CONSULTANTS LTDHiring now for Service Desk L1 Support (Technical Support) for Pune & Bangalore.Candidates residing in Pune or Bangalore or open for relocation post Selection can apply for same.Job Description --FOR PUNE AND BANGLORE --L1 Support Technical Service Desk AnalystSalary -- Rs 2.77 LPA -- FRESHERSGraduate - BTECH / BCA / MCA/...

  • Service Desk L1

    3 weeks ago

    Bengaluru, India Zones Corporate Solutions Full time

    When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, theres really only one: Zones First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need,...