IT Service Desk Engineer

Position- IT Service Desk Engineer- Apprentice

Location Navi Mumbai(Mahape)

Shift Timings: 24/7 Support, Rotational Shift(Day Shift and Night Shift), 6 days Working

Interviews- F2f in Mahape office

JD-

• Answering IT calls and providing basic technical assistance and support for incoming IT queries and raise the tickets for IT issues.
• Monitoring and responding quickly and effectively to requests received through the Service Desk tool
• Monitoring Service Desk and assign, route and redirect the tickets/problems to correct resources (Technician)
• Call coordination with external team (Log a complaint, follow-up, update, etc.)
• Helping IT team to maintain first response time and resolution time.
• Maintaining 0% drops of calls.
• Performing escalations for High priority incidents
• Ensuring the quality of tickets and calls handled is as per agreed guidelines
• Ready to work in a 24 x 7 environment across shifts
• Complete Tracking of Issue / Incidents by closely working with various IT resolver teams, client teams and users
• Responsible for attending trouble tickets & issue calls from various customers with various help desk tools.
• Responsible for managing Installation, configuration, migration, of Anunta’s Infra
• Responsible for infrastructure monitoring services, routine and preventive maintenance, service restoration and provide assurance to customers.
• Responsible for infrastructure performance, availability, alarm, configuration and fault management