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Req. for - Engineer - IT

2.00 to 4.00 Years   Bangalore   26 Oct, 2022
SLK Software Services Pvt Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Serve as the first point of contact for end users seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic tec hniques Facilitate the restoration of incidents through careful 1st line diagn ostics and timely assignment of tickets to the relevant resolving groups Ensur e a prompt and professional response to all types of enquiries into the Service Desk Telephone Calls, Tickets and Emails Ensure all faults are progressed & cl eared within SLA escalating to other internal and external teams as appropriat e Manage escalations as per Standard Operating Procedures Perform impact ana lysis on all incidents and service requests reported into the Service Desk, ensu ring the correct priority is assigned Identify and escalate repeat issues or s ervice risks into service management teams Assist and support the co ordinatio n of planned outages with business groups Ensure operational teams adhere to q uality standards within the IT Service Management toolset Update customer info rmation in the customer service database during and after each call Maintain a registered log for recording events and problems and their resolution Manage scheduled tasks for end users to ensure that the systems remain operational Ma nage the help desk call queue to ensure that all requests are addressed in a tim ely mannerApply now,

Keyskills :
it service managementstandard operating proceduresservice deskglobal servicescustomer service

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