Workplace Engineering Track Engineer
Workplace Engineering Track Engineer
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1 Vacancy
Job Description
Workplace Engineering Track Engineer
Minimum 2 to 3 years of experience in handling calls / emails in in a international help desk is must
Good understanding and handson experience of Incident Management process / prioritization and categorization of incidents is important
Excellent Communication skills (spoken and written)
Handling the voice calls
ITIL process on Incident Management and Service Request fulfilment
Documenting the technical process ticket status and other relevant updates suggested by the Quality Lead on the ticket
Monitor the Incident Management queue Assigning/Reassigning and follow up of tickets as per standard procedure
Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.
Basic L1 level troubleshooting of the issues like desktop network printer Active Directory O365 Lotus Notes and email related issues
Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.
Proactive problem management is an added advantage.
Track the incidents/service requests/ problem tickets to ensure resolution within SLA escalate the unresolved incidents/ problems as per the escalation mechanism analyze the ticket trend and provide reports with improvement actions create basic documents and knowledgebase articles.
Willingness to work in a rotational shift 24*7*365
Use Remote Desktop to assist the end users as required.
Ability to efficiently and effectively understand the end users technical requirements solid trouble shooting problem solving and analytical skills excellent proactive verbal skills and communication skills.
Willingness to work in a rotational shift 24*7*365
Employment Type
Full Time
