Hiring For Service Desk Engineer- SME

8 hours ago

Pune, Maharashtra, India Wipro Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

Monitors open tickets for service level breaches

  • Identifies potentially major problems
  • Uses established procedures, guidelines, and standards
  • Responds to changing business needs by recommending new ways to handle new issues
  • Monitors the direction of appropriate incident tracking processes to be followed by team
  • Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
  • Conducts leave and resource management for each queue
  • Handles escalated calls
  • Implements SIP and CIP
  • Conducts quality audits, coaches, and mentors the team members
  • Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
  • Attends the monthly quality meeting and BMC Remedy Resolver Group Team Leads

Preferred candidate profile

Candidate who has experience in Service Desk, Global Service desk and managing as SME currently.

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