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- Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines.
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- Ensure the effective assignment and escalation of incidents to senior engineers where appropriate.
- Advise the Team Lead of emerging issues.
- Adherence to ITIL framework processes
- Share information across your team and department.
- Contribute documentation to the shared knowledge base.
- Ready to work on 24/7 shifts to support client requirements.
- Auto alerts tracking and assign the tickets to relevant resolver group.
- Consolidated ServiceDesk for call logging, tracking, monitoring and escalation and closure IT services portfolio- first point of contact for all users.
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Service Desk Specialist - Pune, India - Ensono
Description
About Us:
Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients' digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today's systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it's public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don't feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you're continuously innovating – doing more with less while remaining secure. And that's just the beginning.
Job Summary
Reporting to the Team Leader you'll be part of a ServiceDesk support team, supporting the mission critical infrastructure of Ensono's clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes.
The ServiceDesk Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively:
· Respond to client issues received by telephone, voice mail, e-mail and via the customer portal.
· Manage and complete scheduled tasks on time.
· Ensure effective client communications take place.
· Ensure the effective assignment and escalation of incidents to Level 2 and Level 3 support teams where appropriate.
· Advise the Team Lead and/or Shift Manager of emerging issues.
· Adherence to ITIL processes
· Contribute documentation to the shared knowledge base.
· Set up client and internal bridge calls as requested.
· Working with internal departments to mitigate client concerns.
You'll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal – 'Ensono University', you'll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer – Level 2 position.
Key Responsibilities
Knowledge
· Good knowledge and understanding of internet/e-commerce technology and its importance to organizations.
· Basic technical awareness of IT server infrastructure
· Knowledge of a call management system and its function
· Knowledge of the ITIL framework and its function in IT is desirable.
Skills
· Excellent customer service skills with International Calling experience
· Excellent demonstrable written and verbal communication skills.
· Confidence in liaising with other personnel
· Ability to multi-task and work well under pressure
· Good team working skills essential.
· Ability to document processes and procedures in a clear, concise, and logical manner.
· ITIL certification desirable
· Able to communicate in groups with confidence and conviction.
· Time management.
· Issues that cannot be resolved remotely or over the phone will be escalated to the relevant IT support/vendor team onsite/offsite and periodic follow up to be done with resolver group (as per SLA with resolver group) till the issue is resolved.
· The key role of a service desk engineer includes diagnosing, analyzing, troubleshooting, and resolving IT problems instantly.
Experience
· Experience of working in an IT infrastructure with focused Service Desk role. (Preferred from a BPO background)
Shift timing –Rotational Shifts (No fixed week off).
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