Service Desk Engineer

Job description
Role & responsibilities

1. First Point of Contact: Act as the initial point of contact for users facing technical issues, answering incoming calls, chats, and managing self- service tickets (Incident & Service Requests) promptly and professionally.

2. Technical Troubleshooting: Diagnose and resolve technical problems related to hardware, software, network, and applications, employing effective troubleshooting. Techniques (L1 expertise is expected)

3. Incident Management: Log, track, and prioritize incidents and service requests using the designated ticketing system (Service Now). Ensure accurate and timely documentation of all incidents and resolutions.

4. SLA Management: working on the tickets within the SLAs.

5. Customer Support: Provide exceptional customer service by offering clear and concise instructions, guidance, and support to users. Ensure user satisfaction and maintain positive relationships with stakeholders.

6. Escalation Handling as/when required: Escalate complex issues to the appropriate support teams or higher-tier support in accordance with predefined procedures and service level agreements (SLAs).

7. Adherence to Policies: Follow established protocols, policies, and best practices for security, compliance, and confidentiality in handling user information and sensitive data.

8. Working Hours:

Calor Gas Service Desk runs 24x7 from Office Hyderabad (Adibatla) and Chennai (Siruseri)
Shifts are rotational including weekends.
Login time: 8+1 hours

Role: IT Support - Other
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Support
Education
UG: Any Graduate
Key Skills
Skills highlighted with ‘‘ are preferred keyskills
Service Desk
Service Desk ManagementIT Service DeskTechnical Helpdesk