Service Desk Senior Engineer-Service Support

Position : Service Desk Engineer-Service Support

Total Experience Expected : 1-2 years

Shifr : able to support 24 / 7 Night Shift

Location : Noida (Work From Office)

Role Requirement

Provide support on the first line of the Global Shared Service Desk & Monitoring to multiple external customers assisting users with hardware application and software problems via phone self-service email and chat. within the time specified by the agreed service levels.

Mandatory Skills :

Working knowledge of Operating Systems (Windows 10 & Windows 11) MS Office Outlook MS Teams Azure AD on-prem Active Directory M365 Defender VPN ServiceNow internally used applications etc.

• Excellent communication skills in French and English (written & verbal)
• Knowledge of the ITIL framework and practices.
• Provide timely responses to all incidents outages and performance alerts. Categorize issues for escalation to the appropriate technical teams.
• Categorize and record reported queries and provide solutions.
• Monitor issues from the start till resolution.
• Escalate if needed unresolved problems to a higher level of support
• Ability to work under pressure and manage tight deadlines or unexpected changes in expectations or requirements with a proven track record of operational process change and improvement.
• Ensure timely follow-up with cross-functional teams via e-mails phone calls and MS Teams.
• Help Team leads manage the reports queue and take follow-up on backlogs.
• Prepare Knowledge articles SOP and training documents.

Roles and Responsibilities :

Qualifications : Any Stream Graduate

Additional Information :

At our organization we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Remote Work : No

Employment Type : Full-time

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Experience : years

Vacancy : 1