senior service desk engineer in hyderabad

posted
contact
randstad india
position type
permanent
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posted
location
hyderabad, telangana
function
Information Technology
position type
permanent
experience
6-11
reference number
62666
contact
randstad india

job description

senior service desk engineer in hyderabad

1st line senior support analyst for the business and supporting the day to day IT service delivery function. Supporting the team with coaching and mentoring. Assist with escalated support calls from within the Service Desk and from the business.

priorities for the role include:

Incident Management

       Log accurate Incident information, ensuring all relevant information is gathered and noted on the call

       Act as point of escalation within team for Incidents

       Manage Incidents within the ticketing queue and attempt first line resolution.

       Utilise team members and team leader’s assistance to achieve best result

       Treat ticket escalations as a priority and report to relevant senior member of team

 

Request Fulfilment

       Manage requests within the ticketing queue and attempt first line resolution

       Progress requests ensuring all relevant information is gathered and noted on the call

       Proactively assist with request fulfillment to ensure timely call completion

       Perform Non-Standard Software installs

 

Senior Conduct

       Ensure agreed Team behaviour and conduct is continued throughout desk and calls

       Demonstrate excellent communication and ownership of Service Desk tasks

       Call analysis - Analysis of both requests and incidents analysing trends and patterns reporting findings to Service Desk Lead

 

Conduct 

Engage with all clients raising the profile of the IT service delivery function.

Ensure procedures, processes and solutions are documented accordingly and oversee all documentation to ensure they enter the knowledge base correctly.

Perform any other duties pertaining to the IT service delivery function as required by the IT Service Desk Team Leader.

skills

Servicedesk analyst

qualification

Any