service desk Engineer (1-3 yrs)

Shreemat Seva Job Placement – Mumbai, Maharashtra

Service Desk. • Identifying recurring problems, reporting trends to management and recommending solutions or correction procedures • To initiate escalation process if required to resolve the problem. Skills: • Customer Engineer with ‘IT’ experience of 1 year. • Outage escalation/ Good interaction / Communication skills. Service Desk: Responsibilities: • Receive and log calls • Provide First level remote support. • Responsible for Call Receipt/ Logging and allocation. • Provide appropriate escalation • Refer the problem to the relevant FM Engineers. • Problem escalation in the event of service levels not being adhered to Call closure on resolution of problems. • Monitoring the movement of the service personnel. • He/She will be interface between the Central Service Desk, Offices & Regional Team. Collect Service level feedback from Offices Heads. • Consolidate call reports to provide call statistics reports on periodic basis. Generation of daily / monthly reports. • Monitoring of statistics received from the locations. • Compilation of data. • Generation of Call trend reports. • Interface between the Offices, CMS Management, PM for all statistics pertaining to call report and performance. Skills: • Around 1 to 2 years of experience with exposure in similar Operations. • Trained in Telephone Techniques and systems usage and processes. • Competent to handle complaint calls • Good Communication/ interpersonal abilities