Service Desk Engineer

The primary role of Service Desk Analyst is providing first level support through calls/web/chat/Email and handling the resulting incidents or Service Requests using the incident management and Service request fulfilment processes in line with Service Desk objectives. Project/Process: Responsible for service Request fulfillment, Incident Mgmt (First level resolution) for the End User queries via Avaya call, web tool and mailing/chat system within the agreed service level and defined guidelines.Acts as Incident Analyst/Service Request Analyst and responsible for the Day-to-day operation of the Incident Management/Service Request management process.Record all End user transactions in Remedy ticketing tool.Responsible for handling tickets and capturing quality information by following ticket handling process as defined in RunbookResponsible for maintaining SLA/KPI‘s for self.Responsible for providing quality deliverables and enhancing customer satisfactionEscalate issues to Leads (if unable to resolve, solutions not in database, new issues, unhappy End User, complaint, Demanding End User)Contribution to knowledge management by updating/creating the knowledge articlesAdherence to security and compliance requirementsAdherence to communication etiquettesQuality – Should adhere to the basic guidelines laid down for the ticket/voice quality feedbacks provided by Leads/DAT POCsContribute to and participate proactively in knowledge sharing sessionsContribute to Continuous Improvement and Innovation plans (CII)Analyst under Batch Process Monitoring shall monitor all the in-scope process/jobs.Notify SME’s/Shift Leads in case of any challenges in the process.Preparing handover of Batch Process Monitoring report and sharing it with the next shift members, at the end of each shift.Notify the lead immediately in case of complaints and escalationsParticipate in Shift Huddles on daily basis and discuss technical/Process updates.