Service Desk Engineer

Quess Corp Limited

Role: Service Desk Engineer

Location: Hyderabad

Duration: Long Term

Client: Blue Yonder

Job Description

Acting as the single point of contact for Incidents and Service Requests reported by end-users Globally.

Helping users over Phone, Live Chat, Support Tickets and Walk-ups to Global Command Center regarding IT Issues and queries.

Understanding of monitoring tools (SolarWinds or similar) and the likely impact alerts have on business. Performing pro-active monitoring of Network, Server, Applications, and Infrastructure.

Handle application related incidents that are submitted via ticketing platform & via partner

Understand and successfully resolve problems using knowledge base tools and techniques.

Resolving and escalating Incidents and Service Requests within agreed SLAs.

Understanding of monitoring tools and the likely impact alerts have on business. Perform pro-active monitoring of Network, Server, Applications, and Infrastructure.

Incident detection, analysis, notification, and escalation as per the business requirement.

Create, maintain, and review knowledge articles shared with all IT support teams.

Good understanding on ITIL Framework.

Skills Required

Must be able to communicate effectively, both verbally and in writing.

Must be able to quickly adapt and excel in dynamic situations. Ability to quickly understand and adapt to a complex and rapidly changing environment

Good knowledge of supporting issues related to Microsoft Office applications, Active Directory, Distribution List, VPN, Network, Security, Collaboration Tools etc.

Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.

Ability to be self-directed while working under tight deadlines, must be able to perform well under pressure.

Develops and maintain technical skills and understanding of 24*7 Global Command Center support environment.

Pro-active mindset, ability to learn in a 24*7 work environment.

Experience Leve

Experience : 1 - 3 Years

No. of Openings : 10

Education : Any Bachelor Degree

Role : Service Desk Engineer

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : Male

Job Country : India