
Service Desk Engineer_1+ Years_Coimbatore_Immediate
4 days ago
Role: Service Desk Engineer
Location: Coimbatore
Shift- US Shift Timings
Mode- Work from office.
Communication should be good.
Roles and Responsibilities:
- Respond to inbound calls and log incidents and requests for users.
- Triage emails & self-service incidents and requests at inception, capture all relevant information to arrive at an initial diagnosis
- Prioritize incidents and requests as per the agreed service level agreements
- Call end-users as necessary
- Execute resolutions and fulfilment activities as part of FCR that are part of Service Desk responsibilities.
- Functionally escalate incidents and requests, to respective resolver teams
- Proactively request updates for incidents and requests which are assigned to resolver teams
- Seek end user acceptance of incident resolution and request fulfilment activities
- Document details and steps taken to resolve an incident or request
- Proactively suggest knowledgebase articles for consideration of publication
- Remotely connect to devices and systems to provide first line support (which include but are not limited to password resets, account and software administration)
Requirements:
- International inbound call handling experience (preferably UK/US)
- Good written & spoken English
- ITIL basics
- Basic technical troubleshooting skills (Hardware & Software)
- Experience in using ticketing tool.
- Experience working with onshore teams and clients
- Technical expertise and experience working for a managed service provider
- Ability to work individually and take initiative to handle difficult situations
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