Service Desk Engineer

Exp: 2 to 5 Years

Level: PA/ A

Location: Chennai/ Bangalore/ Pune / Coimbatore

Experience in Voice based Service Desk role for international project is mandatory

Excellent communication is must.

• Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.
• Record all End user transactions in Remedy ticketing tool.
• Responsible for maintaining SLA/KPIs for self.
• Responsible for providing quality deliverables and enhancing customer satisfaction
• Escalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)
• Contribution to knowledge management by updating/creating the knowledge articles
• Adherence to security and compliance requirements
• Adherence to communication etiquettes
• Quality Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCs
• Contribute to and participate proactively in knowledge sharing sessions
• Contribute to continuous service improvement plans (CSI)
• Analyst under Batch Process Monitoring Should Monitoring all the in-scope process/jobs.
• Notifying in case of any challenges in the process.
• Preparing handover of Batch Process Monitoring report at and sharing it with the next shift members, at the end of each shift.
• Notify the lead immediately in case of complaints and escalations
• Participate on daily basis and discuss technical/Process updates.
• Acts as Incident Analyst/Service Request Analyst and responsible for the Day to day operation of the Incident Management/Service Request management process.