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Service Desk Engineer
Softtek
posted 17d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 2-4 Years experience in WFM, preferably in contact centers with at least 15 employees.
- Systems or Electrical Engineer Bachelor degree, or 3 years relevant work experience.
- Experience with WFM software (scheduling, performance tracking, reporting)
- Experience learning various technical/analytical tools; high aptitude for learning
- Advanced Excel skills (e.g., formulas, pivot tables, graphing, data connections, automation using macros)
- Effective written- and oral- communication skills
- Strong Knowledge Windows Front-End Environment (win 10)
- Intermediate Knowledge Ticketing System Tool (Remedy, HP Service Manager, Service Now, etc.)
- ITIL V3 or V4 Foundations Certification
Roles and Responsibilities
- Design ideal schedules that guarantee agents being present at appropriate times so coverage is ensured.
- Optimize the workforce in order to satisfy targets and metrics.
- Determine proper headcount.
- Evaluate staff coverage.
- Forecast workload so internal customers have a standpoint of upcoming periods.
- Maximize the time usage and the resources.
- Interact with the RTA in order to give a better follow up to the schedule adherence.
- Deliver performance reports.
- Work inside and out the eWFM tool.
- Determine proper headcount
- Build and present Business Reviews
- Create and lead RCA
- Lead Implement Process Improvement projects
- Create and follow-up career plans for the team members
- Evaluate team performance
- Follow-up on backlog reports
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Desk Engineer roles with real interview advice
What people at Softtek are saying
Service Desk Engineer salary at Softtek
reported by
5
employees
with 1-2
years exp.
₹3.1
L/yr - ₹5
L/yr
20%
more
than the average Service Desk Engineer Salary in India
View more details
What Softtek employees are saying about work life
based on 237 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Softtek Benefits
Submitted by Company
Strategic Training Corporate Programs Specific Training for Projects Momentum Program Softtek University
Submitted by Employees
View more benefits 
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Softtek Bangalore / Bengaluru Office Location
Bangalore / Bengaluru, Karnataka Office
Shilpa Emerald, 26/1 Hosur Main Road, Bangalore, Karnataka 560068, IN
Bangalore / Bengaluru, Karnataka
560068
560068
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