Service Desk Engineer - Navi Mumbai,Mumbai @ Orange Business

Job Responsibilities:

• Provide IT Service Desk support, Operate in rotational shifts to provide 24x7 coverage
• Document all reported incidents and service requests in ticketing system
• Acknowledge and assign reported incidents/service request within response SLA target
• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions to ensure SLAs are met
• Maintain ownership of cases and follow-up on reported until closure, gather accurate and complete relevant information and record in ticketing system
• Coordinate with OEMs/Vendors / resolution teams
• Manage customer expectations and notify Shift leader/Team Lead in the event of unusual surge in calls of a specific nature, impact on customer business and SLA
• Be the first point of contact for all the changes, major incidents and update regularly to all stockholders
• Generate operational and daily status reports
• Identify and suggest possible improvements

Qualifications & Work Experience:

• Bachelors or Masters degree ( IT/Computer Science)
• 1-3 years Service Desk / IT support experience
• Knowledge of IT hardware and Software troubleshooting
• Good understanding of ITIL process ( incident/problem/change/asset management)
• Experience of creating status reports
• Experience working with some or all technologies below:
  • Windows Server / Linux
  • Windows workstation
  • Active Directory
  • Azure/AWS
  • Network / security

Skill Set:

• Excellent communication skills (Strong Verbal and Written Skills)
• Ability to diagnose and resolve basic technical issues
• Excellent in creating reports and documentations
• ITIL Foundation Certified