Service Desk Engineer @ Apptad

Requirement

Global Support Should have experience in handling calls with good communication skills Written Verbal Any UG 100 Team coordination

 

Job Profile

Minimum 12 Years of relevant technical experience is mandatoryTechnical Support to Mindtree business clients He She will be responsible to provide technical support through remote email chat etcResolve Technical network problem diagnosis to the clients and provide technical resolution Incumbent should be open for 24X7 operations

 

Responsibilities

Provide hardware software network problem diagnosis resolution via Remote telephoneemailchat for customers end users Route problems to internal 3rd and 4th level IT support staff Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions Responds to telephone calls email instant messages and assigned tickets from users Assign work orders incidents to appropriate support teams and follow up until closure Respond to and diagnose problems through discussions with users including problem recognition logs research isolation resolution and followup steps Provide level 1 and 2 remote desktop support and perform other activities based on SOPs Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation analysis and setup of PCbased software products eg word processors spreadsheets presentation graphics database management systems electronic mail and communications Troubleshoot client software and basic network connectivity problems Identify evaluate and prioritize customer problems and complaints May train users and operators on a limited basis andor may write training procedures Participate in ongoing training and departmental developmentSoft Skills High Integrity problem solving skills and learning attitude analytical and presentation skills and Process oriented