Sunday, 14 August 2016

Service Desk Engineer Jobs 2016 at Vodafone Bangalore for freshers

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Service Desk Engineer Jobs 2016 at Vodafone Bangalore for freshers

Key Accountabilities:
  • Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules
  • Open tickets based on received phone calls, emails or fax
  • Monitor and track ticket system, email system, phone and fax for incoming Incidents and Requests
  • Enrich tickets with additional information if required and/or needed
  • Dispatch Incidents and Requests to next level of support including call out
  • Inform IMS (Incident Management and Support Team) via phone about Critical Incidents
  • Inform Incident or Request Originator about updates and progress
  • Review ticket answers from underlying support levels
  • Answer Incidents and Requests back to originator
  • Keeping customers informed on request status and progress till closure
  • Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident.
  • Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them.
  • Solve incidents based on knowledge
  • consults with next line of support teams as appropriate
  • Settings with the SLS, the customers and service provider within the Incident Management Process
  • Pro-active monitoring of systems and services (Line of Business).
  • Performance of permanent activities for the monitoring of the incident process.
  • Introduction of telephone conferences
  • Notification and alerting of on calls
  • Performances of outbound activities.
  • Active support of the service processes by pro-active handling
  • Support of the technical departments in the use of the service support processes.
  • Handling of systems and peripheral devices.
  • Continuous checking of systems and peripheral devices
  • Performance of simple works of repair and maintenance on the technical equipment in the work environment to saving operational sequences
  • working in shift bases available 24/7
  • Validate Incidents and Requests according to Operations questionnaires
  • Qualification and analysis of requests (Incident, Change, Order, Service Call)
  • Analysis and management of incidents.
  • Ensure continuous monitoring and forward movement of customer issues until they are resolved.
  • Monitoring and Improvement of quality of service
  • Act as a team member that contributes to solutions and customer satisfaction.
  • Analysis and  manage handover of incidents to Problem Management
  • Recording and tracking incidents and complaints
  • Monitoring of documentation of services on being up-to-date
  • Documentation of all types of handling steps, also on demand for the technical departments.
  • Permanent updating of available technical knowledge
  • De-escalation of conflict situations

Education:
  • B.Sc. or  Computer Engineering or Computer Science 0 / 2 year IT experience (Familiar with Service Desk/Helpdesk support field)
  • Excellent written and spoken English is a must Level 6) preferred
  • Organized for working in a global cooperative team environment
Location:

Vodafone Global Services Pvt. Ltd., 
10th Floor, A & B Wing, Maple Tree, 
Global Technology Park Koramangala 
Intermediate Ring Road

Bangalore 560103

click to apply

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