Service Desk Engineer
2 days ago
Company Overview
Jio is at the forefront of India's telecom revolution, serving over 400 million customers with a wide range of digital apps and services. We excel in delivering functionality, usability, and scalability with cutting-edge 5G solutions, cloud-native platforms, and BSS solutions for seamless deployment on private or public clouds. Headquartered in Navi Mumbai, Jio is a prominent name in the Media & Telecommunications industry, dedicated to providing innovative solutions for both B2C and B2B customers.
Job Overview
We are seeking a dynamic Service Desk Engineer for a Full-Time role located in Bhubaneswar. This mid-level position involves managing and handling service desk calls and providing technical support to our vast customer base. The ideal candidate will play a crucial role in ensuring seamless operation and support, employing strong problem-solving skills and utilizing service desk tools efficiently.
Qualifications and Skills
- Proficiency in call handling processes to effectively manage incoming requests and ensure customer satisfaction (Mandatory skill).
- Experience with service desk operations to provide timely support and maintain efficient communication (Mandatory skill).
- Comprehensive understanding of the ITIL Framework for managing IT services and delivering high-quality service support.
- Familiarity with ticketing systems for tracking and resolving service requests efficiently and documenting solutions.
- Hands-on experience with desktop support, addressing client and end-user hardware/software issues promptly.
- Proficiency in utilizing service desk tools to deliver support services effectively and streamline operations.
- Strong analytical skills to identify recurring issues and implement solutions for continuous improvement.
- Excellent communication skills to interact with clients and technical teams, providing clear status updates and solutions.
Roles and Responsibilities
- Handle incoming service desk calls and queries, ensuring timely and effective resolution of customer issues.
- Utilize ITIL Framework methodologies to manage and deliver quality IT service management solutions.
- Administer and operate ticketing systems, prioritizing and documenting all service requests efficiently.
- Provide desktop support, including troubleshooting and resolving hardware/software issues for end-users.
- Employ service desk tools to enhance support service delivery and ensure optimized service operations.
- Collaborate with cross-functional teams to address complex service issues and facilitate continuous service improvement.
- Maintain clear and professional communication with clients and team members to deliver support and updates effectively.
- Identify opportunities for process optimization and contribute to projects aimed at enhancing customer experience.
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