Fidelis Corporate Solutions pvt Ltd Hiring for Urgent opening for Service Desk Engineer at Bangalore Full Time

MAIN DUTIES

The main duties include:

· A minimum of 2 years’ experience in a similar role

· Fluent in English dialect and strong written English skills

· IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts

· Capable of asking the ‘right’ questions to perform basic IT troubleshooting of desktops, laptops, mobile devices, applications and core infrastructure

· Responding to Incidents and Requests logged via voice, email, web, chat and virtual assistant channels

· Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosis

· Prioritising Incidents and Requests as per the agreed Service Level Agreements

· Ability to work autonomously and use initiative to handle difficult situations

· Ability to multi-task, working on multiple Incidents or Requests in unison

· Calling end-users as necessary

· Remotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account and software administration)

· Executing resolutions and fulfilment activities as per knowledgebase articles stored in Remedy

· Functionally escalating Incidents and Requests, to respective resolver teams

· Proactively requesting updates for Incidents and Requests which are assigned to resolver teams

· Seeking end user acceptance of Incident Resolution and Request Fulfilment activities

· Documenting details and steps taken to resolve an Incident or Request

· Proactively suggesting knowledgebase articles for consideration of publication

· provide confirmation of Incident Priority Level assigned as per the priority matrix agreed with CUSTOMER;

· where a Call from a User is outside the scope of any Agreement, the Service Desk will take details of the user’s issues and pass on details to CUSTOMER’s Service team;

· all Calls which are answered will deemed to be Contacts, a Call which is abandoned before being answered is not deemed to be a Contact, but will be captured as an abandoned call if not answered after 20 seconds;

· Where a Call has been referred to a third party in accordance with agreed process, the Service Desk will confirm that necessary information has been provided against the agreed knowledge article;

· will provide Users details of known errors and workarounds (where available);

· allow users or resolver groups, authorised 3rd party and support groups to raise or follow up on contacts logged relating to the services

· resolve Incidents at First Line as defined in CUSTOMER’s first time fix list

· escalate any complaints from users to the Team Lead and Service Management team per documented and agreed escalation process

· coordinate and liaise with associated resolver groups and third parties as required.

Job Type: Full-time

Salary: ₹200,000.00 – ₹600,000.00 per year

Schedule:

• Day shift

Speak with the employer
+91 8081907918