It Service Desk Engineer

IT Service Desk Engineer-

• Monitor tickets /fIt helpdesk Mailbox at frequent interval for new incidents/requests.
• Ensure the calls are accepted within a minutes post user submits on portal /phone. Allocate the calls to Engineers within a stipulated timeframe.
• Ensure all tickets are updated every 45 minutes
• Track SLA violations and initiate resolution for such calls.
• Telephonic follow-up with users which are pending for user feedback for closure.
• Review the previous days performance with Ops Lead daily.
• Track all suspended calls and take actions accordingly.
• Ensure all processes related to Service Desk is adhered to.
• Create and Track weekly and monthly performance statistics.
• Respond to incidents within the agreed timelines
• Check whether the Incident is within the scope of deliverable
• Check whether the Incident logged is Major Incident
• Trigger Service Request Process flow
• Categories Incident Logged
• Follow-up with all teams till closure of the Incident/Service request /Problem Tickets
• Technical Escalation need to address and escalated to L2 Engineer to address the issue within Timeline
• Daily calls review
• Ensure that all the checklists are religiously followed across the domains.
• Escalate across all teams till closure of incident , in the event of no/poor response
• Monthly dashboard Creation
• Monthly RCA creation
• Meeting Request and VC Request Report to be create and capture in ISM tool