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Service Desk Engineer
Service Desk Engineer
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Service Desk Engineer

Naveen Kumar's profile picture
Posted by Naveen Kumar
1 - 4 yrs
₹2L - ₹6L / yr
Pune
Skills
Service desk
Customer Support

The primary role of Service Desk Analyst is providing first level support through calls/web/chat/Email and handling the resulting incidents or Service Requests using the incident management and Service request fulfilment processes in line with Service Desk objectives.

 

Project/Process:

 

  • 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.
  • Acts as Incident Analyst/Service Request Analyst and responsible for the Day-to-day operation of the Incident Management/Service Request management process.
  • Record all End user transactions in Remedy ticketing tool.
  • Responsible for handling tickets and capturing quality information by following ticket handling process as defined in Runbook
  • Responsible for maintaining SLA/KPI‘s 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 Improvement and Innovation plans (CII)
  • Analyst under Batch Process Monitoring shall monitor all the in-scope process/jobs.
  • Notify SME’s/Shift Leads in case of any challenges in the process.
  • Preparing handover of Batch Process Monitoring report 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 in Shift Huddles on daily basis and discuss technical/Process updates.


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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About Vyinger

Founded :
2022
Type :
Services
Size
Stage :
Profitable

About

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Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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