Workplace Engineering Track Associate

Hexaware Technologies

3 - 8 years

10 - 14 Lacs

mumbai pune chennai

Posted:1 day ago| Platform:

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Skills Required

problem management technical helpdesk technical support service desk it helpdesk networking it service desk change management system administration remote support itsm active directory incident management desktop support troubleshooting ccna itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Service Desk Analyst L1 Primary Skills Graduate with Minimum 3+ years of experience in service Desk Excellent communication and conversation skills in English with a Versant Score of 70 Good Knowledge of Incident, Change and Problem Management Manage Service Desk activities, including:
o Owning overall responsibility for Incident and Service Request process handling on the Service Desk
o Liaise with the Service Manager
o Help with the development and issuance of Service Desk Operational Reports
o Liaise with the designated Change lead as requested Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles
Attend voice calls Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket
Use Remote Desktop to assist the end users as required

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