Servicedesk engineer

Primary Skill : Service Desk

Location : Hyderabad

Notice Period: Immediate Joiner to 30 days

• Responsible for training new IT Help Desk Technicians and Support staff in our business process and systems
• Work with the IT Support Manager to recommend customized training of the Support staff as needed
• Collaborate with the IT Support Manager to grow and maintain a strong team of IT Help Desk Technicians, mentoring and developing resources to build skills and progress to higher levels within the organization
• Own special projects such as audits, investigations, documentation as well as participate in software patching and vulnerability remediations as assigned
• Monitor, measure and provide reporting on Help Desk metrics to ensure team members are meeting expectations
• Responsible for Level I issues as assigned, based on overall complexity and/or team capacity
• Exposure to ServiceDesk GenAI solutions is a big plus
• Receives and handles calls for service, and follow agreed procedures to resolve tickets
• Promptly allocates calls as appropriate
• Logs incidents and service requests and maintains relevant records
• Managing incidents and requests through the service management tool
• Provide support for a wide range and constantly evolving applications, software & hardware
• Maintaining governance standards across all IT service management processes
• Liaise with management to communicate and understand issues and be able to effectively coordinate how to resolve an issue
• Identify repeat issues or service risks
• Take ownership of faults in a logical manner and throughout their entire lifecycle

Interested Candidates can share your updated Resume to the below Email id:

sowmiya.m212910@cognizant.com