Service desk engineer

Job Description

Key Accountabilities Define processes as per standard requirements and best practices. Continually improve the implemented processes. First point of contact for users for all IT queries and concerns. Work closely with IT Operations team to identify improvements. Handling user queries on both calls and mails Handling all access request of users (Such as USB, VVIP, FAR and CAR request) Handling incident Breach notifications and coordinating with relevant team for incident resolution with predefined SLA Getting relevant approvals from client and process managers as when required based on customer request. Assigning tickets to relevant teams as per user concern Track the closure of all pending activities, internal and external audit findings. Dimensions Provide support to WAISL operations teams w.r.t day to day operation. Provide support to handling Ticket, Maintain SLA, user query, assign ticket, FCR & Closure pending activity & task. Skills And Knowledge Educational Qualifications: Bachelor of Engineering Relevant and total years of Experience Minimum 1 ? 3 years? experience in IT Service Management ITIL V3 or ITIL 4 foundation certified. Good knowledge on ITSM Tools (BMC Remedy/Service Now or any other equivalent) Zeal to learn, logical, analytical and problem-solving abilities. Ownership of activities. Dedication and diligence. Aim to perfection IT service management,Incident handling,Process optimization,SLA governance,Analytical problem-solving