Service Desk Engineer

Job description

Role Overview:

• End to end incident and service request ownership, Incident management, problem co ordination, vendor

coordination with agreed SLAs.

• Service Ownership SPOC for all tickets (EUC & Infra)
• Call logging, Call Assignment, Incident Management & Coordination, Call Tracking, and followup till

closure within agreed SLA.

• Call Monitoring and escalation.
• Remote Resolution of End Users and End Point Compliance Related Issues wherever possible
• Resolving basic Calls / request of information on Phone at First Pickup
• SLA compliance and MIS Reporting
• Taking users signoff before closing any ticket.
• Implementing best practices to reduce time and increase efficiency.
• Receive, classify, and record all calls (in ITSM Tool) and emails issues from users.
• Level 1 Single Point of Contact via telephone in English/Hindi. Primary mode of communication would be

English.

• Problem Management - Analyze incident histories identify and make recommendations for eliminating

root cause issues.

• Incident ownership, monitoring, tracking and communication with all parties.
• Escalate tickets according to agreed SLOs/SLA.
• Maintain updates of tickets in the tool and ensure data accuracy etc. if incorrectly defined by the users.
• Call back the user and confirm the problem resolution after the call closure.
• Publish, Highlights trends, recurring problems, FAQs, frequent users, and training needs.
• Continuous improvement in First Call Resolution (FCR) / Remote Resolution achievement ratio
• Provide update on status of outstanding calls to end users.
• level E-Mail Management L1 Support for O365
• SOP Based Mailbox Creation/Group Creation
• Adhering to the E Mail Policy as defined SOP by the Client Monitoring Mail Queue and Mail Traffic.
• Escalation to UK team for Deletion/ Modification/ Movement
• Escalation to UK team in case of issue in SOP based activities
• Email Password Change assistance, if requested by user
• First Level Email Client troubleshooting
• Document standard operating procedures (SOP) Review existing and improve.
• Conducting awareness Training Session of Users on New Technologies and Devices (Quarterly)