Opening for Desktop Support Engineer in Cable and Wireless in Bangalore

Hi All

Organization : Cable and Wireless
Location : Bangalore
Experience : 0-3 Years


KEY ACCOUNTABILITIES
• To answer calls in a professional manner and in a timely fashion, logging details of the incident or service request– ensuring that accurate and complete information is obtained.
• To resolve incidents or changes wherever possible at first point of contact or to assign the incident to the correct level2 team or 3rd Party accurately with initial diagnostics carried out.
• Ensure that Colleagues receive timely updates on incidents
• Ensure that incidents that occur across IT Services or involve multiple 2nd line groups are co-ordinated so that the customer receives a consolidated response from Cable and Wireless.
• Ensure that Priority 1 calls are immediately escalated to the Service Support Manager
• Ensure that Priority 2 to 4 calls are escalated correct and SLAs are not breached
• Ensure that Notification processes are followed.
• Follow documented/agreed business processes/procedures and keep abreast of changes. Identify and highlight any deficiencies in the business processes/procedures, offering recommendations and undertaking any corrective action as agreed by the Management Team to ensure the continuous improvement of customer service and satisfaction.
• Ensure that ALL alerts generated by our monitoring systems are investigated, incidents raised and the colleagues communicated.
• Progress Service requests to ensure they are carried out on time and accurately
• Understand the procurement process which is key to servicing many service requests
• Work on building up the knowledgebase to drive process improvements over time
• Identify opportunities for uplift of documentation either of the nature of updating existing documents or creation of new documents
• Coach and buddy up with new colleagues joining the function
• Ensure the Company’s’ obligations under ‘duty of care’ are fully met in respect of team members and their working environment.
• Ensure all Health and Safety requirements are adhered to and audits/work station assessments are completed on a regular and timely basis so that all reports work in a safe and secure environment.
• Ensure that the Data Protection Act is adhered to through maintaining confidentiality for both staff and customers
• Ensure all mandatory courses are completed on time



WORKING RELATIONSHIPS AND INTERFACES
• Customer – End User
• Team Leaders and team managers
• Resolving teams within IT and Customer Service
• Service Managers
• MI Managers
• Team Managers


TECHNICAL COMPETENCIES (Skills and Experience)
Essential
• Excellent telephonic communication skills, especially in managing UK accent
• Good understanding of UK Culture
• Ability to form rapport on phone with UK colleagues
• Understanding of Windows Infrastructure more focussed at the desktop level including remote desktop management
• Understanding of anti virus, patching process, image builds etc
• Very basic understanding of variety of platforms like Unix, Mainframes, SAP etc
• Understanding of IP networking, subnetting etc
• Ability to understand criticality of an issue when it is reported based on business impact
• Good analytical skills
• Innovative
• Excellent interpersonal skills
• Team player with ability to relate to team dynamics and team goals
• Engineering Degree with 0-3 years of work experience in a similar environment


Best Regards
Prabhjot Sokhi | Sr, HR Recruiter |HR e Source Consultants |
Contact No: 9810330486|
Email: prabhjot@hresource.co.in |prabhjot.hresource@gmail.com
“Please, add me on linkedin(prabhjot@hresource.co.in) and join the group “HReSource Consultants” to know about all the future positions with us”.