Service Desk Engineer

Dear Candidate, Please do find the attached JD, Service Desk Role & R esponsibilities:

• The primary role of Service Desk Engineer is to provide first level telephony and customer facing support, taking calls, handling the resulting incidents or Service Requests in line with defined process.
• Restore normal service for users as quickly as possible.
• Escalate unresolved or Priority incidents reported by users to next level in a timely manner and as per agreed SLA and escalation process.
• Keep user Informed of the status. Ensure satisfactory resolution of problem.
• Receive and record technical and/or application support calls from end users.
• Address technical issues through phone, E-mail chat and remote access
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to next level in accordance with Service Desk escalation processes.
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
• Provide initial assessment of urgency and business impact on all support calls.
• To liaison between various teams such as change management, incident management and implementation, in accordance with schedules
• Ability to use Service Desk standards and follow guidelines, as well as help others interpret policies.
• Update various repositories and KB