We are looking for Technical Service Desk

e-stonetech; Pune District, Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

A technology service provider in Pune District is seeking a Technical Service Desk professional to provide high-quality IT support and ensure the smooth operational management. The ideal candidate will have a Bachelor’s degree in Engineering or Computer Science, proficiency in troubleshooting, and experience with ITSM tools like ServiceNow. This role includes managing incidents, coordinating support teams, and ensuring compliance with standards.

Qualifications

• Technical Skills required for troubleshooting various IT issues.
• Behavioral Skills such as strong teamwork and effective communication.
• Education background in Engineering or Computer Science is required.

Responsibilities

• Logging, tracking, and resolving incidents using ITIL-based processes.
• Coordinating with second and third-line resolution teams.
• Conducting Root Cause Analysis for recurring issues.

Skills

Proficiency in troubleshooting hardware, software, and network issues

Experience with ITSM tools like ServiceNow

Knowledge of ITIL processes

Strong teamwork and interpersonal skills

Effective communication (oral and written)

Analytical thinking

Adaptability to change

Education

Bachelor’s Degree in Engineering or Computer Science

Tools

ServiceNow

Manager Engine

Job description

The Technical Service Desk is responsible for providing high-quality IT support and ensuring smooth operational management.

Below are the primary duties and responsibilities:

• Logging, tracking, and resolving incidents using ITIL-based processes and ITSM tools like ServiceNow.
• Classifying incidents based on impact and urgency to prioritize resolution.
• Coordinating with second and third-line resolution teams and third-party vendors.
• Keeping users informed throughout the lifecycle of an incident.
• Conducting Root Cause Analysis (RCA) for recurring issues and documenting findings in RCA reports within five working days.

Technical Support

• Supporting and troubleshooting:
  • Operating Systems: Windows and Mac OS.
  • Applications: Off-the-shelf and proprietary business applications.
  • Network Connectivity: Diagnosing TCP/IP issues, DNS resolution, DHCP scopes, and hardware failures.
  • Enterprise Logon Issues: Addressing password expiration, hardware vs. network issues.
  • Enterprise Network Printer Issues: Resolving driver, hardware, and server-related problems.
• Using tools like Remote Desktop/Assistance for troubleshooting user issues

Service Desk Operations

• Ensuring high first-call resolution rates through skills-based routing and knowledgeable resources.
• Maintaining a centralized knowledge base powered by ServiceNow to minimize non-productive time for end users.

Proactive Monitoring

• Deploying End User Computing Analytics (EUCA) to monitor device performance and interactions in real-time.
• Collecting over 800 parameters related to device configuration, usage, and resource consumption.
• Identifying and resolving performance degradations proactively to optimize user experience.

Security and Compliance

• Promptly escalating security incidents, such as virus detection.
• Ensuring compliance with quality and regulatory standards.

Resource Management

• Managing day-to-day operations, including capacity planning and workload distribution.
• Developing staff through coaching and training to improve service quality.
• Ensuring resource development plans and hiring strategies are in place.

Skills and Qualifications

• Technical Skills:
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Experience with ITSM tools like ServiceNow, Manager Engine, etc.
  • Knowledge of ITIL processes and methodologies.
  • Ability to analyze systems and recommend solutions to prevent problems.
• Behavioral Skills:
  • Strong teamwork and interpersonal skills.
  • Effective communication (oral and written).
  • Analytical thinking and problem-solving abilities.
  • Adaptability to change and managing pressure effectively.
• Education and Experience:
  • Bachelor’s Degree in Engineering or Computer Science (or equivalent).
  • Regular attendance and flexibility to work nights and weekends as necessary.

Additional Features

• Level 2 Security Clearance:
  • For customers requiring higher access levels, Level 2 agents may need Security Clearance (SC) instead of BPSS clearance. Atos provides SC-cleared agents to meet specific requirements.
• Flexible Provision of Agents:
  • Dedicated Level 2 agents can be onboarded during initial phased uplift or later scale-up/down processes.
• First-Level Troubleshooting: Provide initial support for common technical issues like password resets, software errors, and connectivity problems.
• Incident Logging and Categorization: Accurately log all incoming incidents and service requests, categorizing and prioritizing them based on urgency and impact.
• Ticket Escalation: Escalate unresolved or complex issues to the appropriate support teams while ensuring proper documentation.
• User Communication: Maintain clear and professional communication with users regarding ticket status, resolution steps, and expected timelines.
• Knowledge Base Utilization: Use and contribute to the knowledge base to resolve issues efficiently and consistently.
• Follow-Up and Closure: Ensure timely follow-up on open tickets and confirm issue resolution before closing them.
• Service Level Agreement (SLA) Adherence: Work within defined SLAs to ensure timely resolution and customer satisfaction.
• Customer Satisfaction: Deliver a positive user experience by being empathetic, patient, and solution-oriented.
• Shift Handover and Reporting: Document key updates and unresolved issues during shift changes to ensure continuity of support.