Service Desk Engineer

Service Desk Engineer

• 12 months contract role, renewable
• 12 hours rotation shift (work for 2 days, rest for 2 days)

The Opportunity

• Provide Single Point of Contact (SPOC) assistance across all the tickets which get logged at Service desk
• Log incidents with First Call Resolution (FCR) for the service requests received via incident logging tool, phone and emails
• Prioritize and resolve the incidents as per the defined Severity matrix
• Monitor the service desk tool for open and pending incidents
• Categorize and assign the incidents to appropriate technical group and align to respective severity / priority group
• Route calls to the vendors in case of issues pertaining to vendors
• Follow-up with technical team towards incident status and manage internal / external notification and escalation
• Escalate:
  • Issues / tickets which are going beyond the service levels
  • Issues pertaining to vendors non-performance or delays
  • Issues pertaining to users non-availability or non-cooperation
• Track all the issues and send status updates on the progress
• Prepare MIS for the Tickets
• Maintain up-to-date information on the customer contacts, vendor contacts, management contacts, SLA matrix, Severity and categorization matrix
• Coordinate with customer's onsite team for problem resolution when problem cannot be resolved remotely and would require physical visit
• User Provisioning and Deprovisioning and assurance of IT eligibilities within a day of user joining, profile change or exit
• User notification about ticket progress at regular intervals or about major system/network outages
• Participation in the knowledge management process
• Verification, qualification and recording of knowledge items
• Document problem analysis, action steps and resolution in the ticket tool

End User Support

• Provide Level 1 support for all End User Issues pertaining to applications (In-Scope), Operating System, Printing, Office Automation Tools
• Manage any application/software installation of End user devices
• Configuration of End user devices, Messaging, Office Automation applications etc.
• Installation of software and troubleshooting related problem, OS support - configuration, Reinstallations etc.
• Installation of office automation applications
• Download, Test and update the critical Patch released by OEM vendors post approval from customer
• Troubleshoot for the End user problems reported
• Provide End user support such as OS configurations, Installation of printer/peripherals configurations, virus cleaning and restore of the OS after failure
• Install load/ reload office automation software, e-mail and browser as per need
• Antivirus Management:
  • Update daily signature patterns on each desktop/laptop
  • Troubleshoot problems related to AV server and clients
  • Coordinate with AV vendor to plan upgrades if any
  • Coordinate with AV vendor for escalation support