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