CABLE&WIRELESS WORLDWIDE (www.cw.com/)
http://www.ChetanaS.org
(Freshers / Experienced) IT service Desk Engineers @ Bangalore (Karnataka)
http://www.ChetanaS.org
Note: This is NOT a direct Walk-In. You need to apply only at given URL & Only shortlisted candidates may be called by the company for test/interview.
Ref 11825
Location Bangalore
Job Role Customer Service
Job Description
IT Service Desk ENGINEER
To work in a 24/7 environment, logging incidents and Service Requests accurately, carrying out initial diagnosis and progressing them in a timely fashion to meet KPI's, resolving the incidents wherever possible.
Co-ordinate incident resolution activities across a large number of internal groups and 3rd Party suppliers to ensure customer incidents/changes are resolved within SLA.
Incidents may be detected or received from monitoring tools, phone calls, emails, chat and web.
"To be the first point of contact for all colleagues for all IT related issues. To provide excellent customer service by ensuring that all requests are actioned and resolved accurately, in line with agreed business processes and procedures, and to the customer's satisfaction. To be a contributing team member ensuring key business objectives and individual performance standards are met and/or exceeded."
http://www.ChetanaS.org
Requirements
• Technical Competencies (Skills and Experience)
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Essential
• Excellent telephonic communication skills, especially in managing UK accent
• Good understanding of UK Culture
• Ability to form rapport on phone with UK colleagues
• Understanding of Windows Infrastructure more focussed at the desktop level including remote desktop management
• Understanding of anti virus, patching process, image builds etc
• Very basic understanding of variety of platforms like Unix, Mainframes, SAP etc
• Understanding of windows server infrastructure including domains, Active Directory and Exchange
• Ability to understand criticality of an issue when it is reported based on business impact
• Good analytical skills
• Innovative
• Excellent interpersonal skills
• Team player with ability to relate to team dynamics and team goals
• Engineering Degree with 0-3 years of work experience in a similar environment
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Desirable
• Knowledge of Cisco Routers and Switches
• MCSE, A+ etc
• Able to Use Network Monitoring tools to diagnose basic problems
• Understanding of ITIL framework with ability to contribute to problem management initiatives
• Understanding of IP networking, subnetting etc
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Responsibilities
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KEY Accountabilities
• To answer calls in a professional manner and in a timely fashion, logging details of the incident or service request– ensuring that accurate and complete information is obtained.
• To complete service requests in a timely fashion and to ensure the SLA is adhered to.
• Follow documented/agreed business processes/procedures and keep abreast of changes. Identify and highlight any deficiencies in the business processes/procedures, offering recommendations and undertaking any corrective action as agreed by the Management Team to ensure the continuous improvement of customer service and satisfaction.
• Progress Service requests to ensure they are carried out on time and accurately
• Work on building up the knowledgebase to drive process improvements over time
• Identify opportunities for uplift of documentation either of the nature of updating existing documents or creation of new documents
• Coach and buddy up with new colleagues joining the function
• Ensure the Company's' obligations under 'duty of care' are fully met in respect of team members and their working environment.
• Ensure all Health and Safety requirements are adhered to and audits/work station assessments are completed on a regular and timely basis so that all reports work in a safe and secure environment.
• Ensure that the Data Protection Act is adhered to through maintaining confidentiality for both staff and customers
• Ensure all mandatory courses are completed on time
http://www.ChetanaS.org
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How to Apply for this Job ?
http://www.ChetanaS.org
http://www.ChetanaS.org
Note: This is NOT a direct Walk-In. You need to apply only at given URL & Only shortlisted candidates may be called by the company for test/interview. Apply before the link is expired/removed.
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