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Service Desk Engineer

Client: Wipro

Job Details

Job Description

As an Administrator, you should be able to Monitor the IT Infra structure for its availability, capacity usage, hardware and OS errors and failures. Handle first-level incident / problem determination and resolution on a 24x7 basis Service incidents and queries within the agreed service levels. Timely escalation of incidents to higher levels when required. Log file monitoring for errors. Perform daily, weekly and monthly proactive housekeeping and monitoring activities Vendor co-ordination, Perform basic Service Requests based on Standard Operating Procedures. Follow quality / security process defined for the engagement

Minimum work experience: 2 Years – Technical

Proficiency in English Language is Desirable

  • Serving as the first point of contact for customers seeking technical assistance over the phone or email
  • Must be proficient in handling IT operations single handedly including ITIL (Incident, Change & Problem), Level 1 technical troubleshooting for Server & Network. Must have a knowledge on IT service management as well for example HPSM.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Must have a fair experience on Customer Management, Escalation Management & Vendor Management.
  • Experience in End user support including Windows, Citrix & Virtualization environment.
  • Basic knowledge of Windows client, SCCM, AD & AV.
  • Proven experience as a help desk technician or other customer support role
  • Good understanding of computer systems, mobile devices and other Infra products
  • Responsible for the interfacing with the relevant groups to ensure relevant and adequate input to all deliverables.
  • Actively suggest areas for improvement in internal processes along with possible solutions.
  • Periodical review with customer on operational issues. To drive service improvement plan and periodical service review with the Account Services Manager.
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered

Key Skills