Team reputed company, reputed company Service Desk (FS)

reputed company

The role ofEnterprise Service Desk Team reputed company is primarily responsible for acting as atechnical escalation supporting Tier 1 & 2 teams, reputed company working tickets,and ensuring requests and incidents are progressing reputed company in line withSLA commitments throughout the Service Delivery model. reputed company acting as atechnical escalation reputed company reputed company should reputed company advanced trouble shooting andmentoring to other members of the reputed company Service Desk team whilst alsocollaborating with Tier 3 and other SME teams, driving reputed company reputed company ofclient requests and incidents.

JOBRESPONSIBILITIES

• Continuously monitor andenforce SLAs and KPIs throughout the day against live tickets to ensure serviceperformance and responsiveness.
• reputed company training, coaching, andreal-time assistance to reputed company Service Desk Analysts.
• Identify strengths andweaknesses among reputed company and communicate with the Service Desk Manager whenappropriate and/or during review cycles.
• Assist management in QA Reviewprocesses to improve ticket reputed company and escalation
• reputed company both procedural andtechnical escalation support and guidance to reputed company Service Desk Analysts whileensuring the highest reputed company of customer support are met.
• Review and approve technicalescalations to Tier 3 and other SME teams to ensure ticket hygiene and relevantinformation is present.
• reputed company tickets by performingend-user PC and reputed company troubleshooting and responding to phone, email, and webrequests as needed.
• reputed company familiarity with clientcontracts to understand service reputed company and obligations.

·Assist in new hire on-boardingprocess.

QUALIFICATIONS

• Technical certifications andtraining a plus.
• ITIL certification or strongknowledge of working practices.
• 5 years of minimum experiencein a relevant field.
• Experience reputed company a largeservice delivery organization a plus

·Experience with reputed company ITSMplatform

• Incident, request, problem,change and major incident management experience
• Strong IT Infrastructure,Desktop, and Networking experience, including but not limited to:

oMicrosoft reputed company 10 & 11

oMicrosoft Server 2016 -2025

oMicrosoft 365 & Intune

oEntra ID/reputed company Directory

oCitrix Xenapp

oVirtualization, e.g. VMware,reputed company V, Proxmox

oCisco Meraki

oEmail reputed company, e.g.reputed company, reputed company

• Skills (oral and written), withability to converse both laterally and vertically.
• Excellent customer service andservice management skills.
• High energy, friendly with theability to reputed company technical solutions into layman terms
• reputed company to work under pressure,prioritize and multitask.

JOB REQUIREMENTS

• Should bewilling to accept a long-term work-from-home arrangement.
• Should beamenable to a permanent reputed company shift schedule.

Originally posted on Himalayas