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Sr Engineer-Service Desk

Secunderabad, Telangana
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  • Banking & Finance
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Job Details

Key Responsibilities/ Duties Obtain required information by responding promptly and courteously to the verbal, written and electronic requests reported by clients seeking assistance, so that an accurate diagnosis can be made by support teams. Independently log requests quickly and accurately, using incident management software, so that requests are assigned to the most appropriate personnel and can beprocess by them in a timely manner. Provide solutions to the IT Services Desk support staff or to the client personally, ensuring that the request has been resolved to the client s satisfaction, before closing the ticket. Continuously monitor outstanding requests and follow up any that have not been processed within agreed service standards as defined by the department. Log all verbal, written and electronic requests from clients for service using ITSM software provided to assist clients quickly, courteously and effectively in accordance with standard procedures, ensuring they are processed within appropriate SLA timescales. Assist in monitoring and analyzing logged call statistics to identify any trends or problem areas for management attention. Contribute to ways of improving service and assist in the implementation of changes as necessary. Know or learn the IT processes of Incident Management, Change Management and Problem Management. Be able to perform advanced level network administration tasks in conjunction with the LAN Administrators. Perform minimal front end administration for ITSM software. Keeps other IT Services staff members informed of systems issues through the internal IT Services pager system (MIR3). Ensures that all information is accurate and current. Escalate issues to proper support teams when appropriate. Participate in troubleshooting efforts with support personnel on factors impacting production systems.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-5


Application Programming | Database Administration (DBA) | Network Administration | System Administration
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