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At WAISL, we’re paving the way for innovation in aviation. And we invite you to be a part of this opportunity to drive transformative change that contributes to improving the lives of millions worldwide. Our influential client base and commitment to excellence create an inspiring environment for talented individuals like you to thrive, innovate, and shape the future of airports, related ecosystems and air travel.

Service Desk Engineer

Experience: 1 - 3 years
Job Location: Delhi
Number of positions: 1

Job Role : Service Desk Engineer

Job Location : New Delhi

Experience : 1- 3 Years

Job purpose:

Briefly describe the general purpose of the position or its significance from the

organization’s point of view and how it contributes to the overall mission/objective of the organization.

Key Accountabilities:

List the responsibilities/duties associated with the job. For each responsibility/duty listed, give the factors on which an individual’s performance is judged.

  • Define processes as per standard requirements and best practices.
  • Continually improve the implemented processes.
  • First point of contact for users for all IT queries and concerns.
  • Work closely with IT Operations team to identify improvements.
  • Handling user queries on both calls and mails
  • Handling all access request of users (Such as USB, VVIP, FAR and CAR request
  • Handling incident Breach notifications and coordinating with relevant team for incident resolution with predefined SLA
  • Getting relevant approvals from client and process managers as when required based on customer request.
  • Assigning tickets to relevant teams as per user concern
  • Track the closure of all pending activities, internal and external audit findings.

Dimensions:

  • Provide support to WAISL operations teams w.r.t day to day operation.
  • Provide support to handling Ticket, Maintain SLA, user query, assign ticket, FCR & Closure pending activity & task.

Skills and Knowledge:

State the minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent.

Educational Qualifications

Bachelor of Engineering

Relevant and total years of Experience

  • Minimum 1 – 3 years’ experience in IT Service Management
  • ITIL V3 or ITIL 4 foundation certified.
  • Good knowledge on ITSM Tools (BMC Remedy/Service Now or any other equivalent)
  • Zeal to learn, logical, analytical and problem-solving abilities. Ownership of activities. Dedication and diligence. Aim to perfection

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