Service Desk Engineer

Job Description of Service Desk Analyst

Role: Service Desk Analyst

Accountability

• Ability to work in 24*7 environment, this is a must

• First Point of Contact for users to report Technical issues

• Record all interactions through call, email or chat in the Ticketing System. Resolve issues

under support boundaries and route issues beyond scope to the respective Support

Groups.

• First Line Troubleshooting to be done completely using the available resources and

documented before assigning/routing the tickets to the L2 Groups.

• Ensure reported issues are responded and addressed as per the defined SLA timelines

• To work towards effective and timely resolution of issues.

• Document the Learnings and contribute Knowledge Articles

• Timely Communication of Priority Issues to the respective stakeholders and coordinate

until resolution.

• Document detailed and accurate notes, record them on ITSM tool

Technical Skill set

• Voice Call Handling: excellent knowledge of handing voice calls and multitasking.

• Email Communication: professional email writing skills.

• Chat Communication: professional chat writing skills and multitasking.

• Infrastructure Monitoring: Good understanding of Infrastructure components and

respective alerts.

• Exchange: Knowledge on functioning and configuration of Microsoft Exchange client.

AD: Knowledge on - Active directory, Proxy, DNS, Group Policy.

Network: Knowledge on – LAN setup, basic routing and switching, passive networking.

Desktop Security: Knowledge on – Antivirus deployment and update, patch

management, monitoring and reporting.

Desktop, Laptop, Handheld devices: Knowledge on – build management, OS

deployment, common application installation and troubleshooting, Hardware

knowledge.

• Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook,

iPhone, Network printers, etc

• Printers: Hands on experience on managing printers (Local & Network printers) - Lex

• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA

Service Desk, Monitoring Tools.

• ITIL: Knowledge of ITIL processes and procedures.

• A+: knowledge of A+ processes and procedures.

• KM: Knowledge management understanding, review & create new knowledge articles.

• MS Office: Good / excellent knowledge for support of MS Office and standard software

Job Description of Service Desk Analyst

TechM - Internal

• Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1,

10), Windows smartphone and telecommunication knowledge. COTS (standard SW,

standard HW)

• O365: Understanding of Microsoft Office (e.g. Office 365)

Key Performance Indicators (KPI's):

• Ensure all the User contacts are responded within the defined Turn Around Time

• All the L1 Incidents are resolved as per the defined Resolutions Timelines

• Follow-up on individual ticket stacks to ensure that tickets are addressed on a timely

basis and ageing is kept at minimum.

• Ensure Quality Ticket Coding and Classification for all tickets being logged and

processed.

• Taking ownership of calls/emails logged by his/her colleagues in his/her absence.

• Mentoring and providing floor support to the newly joined associates.

• Should be proactive in assisting the colleagues, during High Volume Time.

Relationships:

• Mentoring and providing floor support to the newly joined associates.

• Conducting regular update sessions for any process updates on a need basis

Competencies:

• High Level of Communication Skills and ability to comfortably handle International

Customers.

• Experience in Service Desk/Technical Support and in a Call Taking Role and competent

to engage in first line interactions with end users.

• Flexibility to work in a 24*7 environment is mandatory

• Knowledge about Incident and Service desk management.

• Understanding of ITIL concepts

• Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing

• Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues.

Qualification: High school, Graduate, Diploma, IT education or comparable IT professional

experience

Fresher (U1)

Experience in years (U1) 1 to 2 years

Relevant Experience (U2) 2+years

Regards

Sseema