Desktop Support Engineer jobs in Mumbai - PROBOX

Job Summary

Excellent customer service skills with clear verbal communication

Min 1-2 years of relevant experience of Desktop, Laptop and Hardware support

Excellent troubleshooting skills and the ability to follow procedure

A positive, effective and flexible contribution to achieving team targets and objectives

Collaborate with external Resolution Groups, including on-site teams, to ensure service levels are met or exceed

Well versed in help desk policies, procedures, standards and documentation

Resolve tickets within scope of responsibilities according to defined procedures

Strong on building good working relationships within the team and other Resolution Groups

Responsibilities and Duties

Deals with all service request and incidents assigned including VIP users

Ensure escalated tickets are documented in real-time and in accordance with Service Desk processes and quality standards

Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process and every effort is made to make service levels

Present a positive, effective and flexible contribution to achieving team targets and objectives

Collaborate with external Resolution Groups, including on-site teams, to ensure service levels are met or exceeded

Remain well versed in help desk policies, procedures, standards and documentation

Resolve incidents escalated by SPOC as per the agreed SLAs and timelines and by following the SOPs and runbook

Escalate problem to Technical Team lead

Always keep the SPOC informed about the status of ticket

Resolve tickets within scope of responsibilities according to defined procedures and record all trouble shooting done on calls with accuracy on the ticket

Focus on building good working relationships within the team and also communicate and explain to end users at help desk about the issue, cause and solution.

Qualifications and Skills

Microsoft Server and Desktop OS troubleshooting skills across all current versions