IT Service Desk Engineer

  Call Management & Escalation

·         IT User Support on Phone, Email & Tool

·         Call Logging.

·         Ensure that all calls are responded/resolved within SLA

·         Reporting as per defined frequency

·         Ensure that response to the user is properly drafted and understandable to the users

·         Vendor Coordination on Hardware breakdown calls

·         Route the calls to the appropriate support team in the NOC/SOC or DC vendor

·         Provide information and activity support to all parties logging call, pertaining to DC infrastructure and assets

·         Infra Support Operation for Managed Services

·         Any Ticketing tools

·         Review tickets to meet the SLA

·         Handover of pending tasks to next team member

·         Coordination with respective domain teams to resolve the tickets within SLA