Service Desk Engineer / Remote Support Engineer

Experience : 2+ Years

Location : Bangalore

No of Positions: 40

Job Description:

  • Monitor the Service request and incident problem reported directly by the end-users.
  • Categorization of Type of tickets, Severity, Category etc.
  • Maximize first contact resolution.
  • For problems, which are out-of-scope or beyond their capabilities, they will be dispatched to the 2nd & 3rd level support providers by providing necessary information in tickets.
  • Follow up with the dispatched problems to ensure proper and quick closure
  • Communicate with the end-users and keep them informed of the progress
  • Escalate the major incidents to the management for further attention.
  • Confirm the resolution with the end-users before closing the tickets.
  • Coordinate with the 2nd /3rd level and regional IT support for knowledge transfer and problem management
  • Provide Chat Support to the end users.
  • Provide 1st level troubleshooting on Laptops and MS Office client’s configuration.
  • Respond to the problems and questions raised through voice mail, email and ensure these are capture in the IT direct ticketing tool.
  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users ·
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Experience in Ticketing and ITIL process.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention’s.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
  • Provide level 1 remote desktop support and perform other activities based on SOPs. Perform user account management activities Escalate complex

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