Help Desk Engineer 17 views

Experience: 1-3 Years

Education: Graduate

Location: Bangalore
CTC: 7 Lacs

Job Description:

  • Handling French calls and mails
  • Track and manage all calls coming to GNOC through a single window.
  • Taking ownership of incoming calls and managing them in a logical and methodical manner
  •  Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
  • Assign the complaint/calls to correct owner.
  • Timely follow with the owner (as per OLA) and update to customer.
  • To track all the running incidents and send status updates on the progress of ticket.
  • Follow the escalation steps wherever necessary”
  • Maintain and develop own knowledge and skills to assist with first time fault resolution.
  • Identify and escalate repeat issues or service risks into service management teams.
  • Sharing knowledge with team colleagues.”
  • Analyst the type of complaints/calls received to the service desk (help desk) over a period of time and categories them and identifies the patterns around it.
  • Try to develop pro-active solutions for the calls/complaints received.
  • Identify the systematic issues and conduct a root cause analysis and implement/suggest a action to correct it
  • Telecom background

Skill:

  • Exceptional communication skills – both written and verbal
  • Excellent active listening skills
  • Ability to clearly articulate messages to a variety of audiences
  • Must be a team player and able to work collaboratively with and through other team members
  • Analytical skills like logical thinking, problem solving & handling assignments are mandatory.
  • Excel, report generation, trend and analysis is mandatory.”
  • Familiar with working on Windows 2007/Windows 2010, or Linux based distributions (preferably within a hosting environment)
  • A keen interest in networking and WAN technology
  • Must be able to demonstrate a customer first approach to support
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Natural aptitude for trouble shooting & problem solving
  • Have solid experience in a help desk or technical support environment
  • Highly organized and able to work on own initiative to complete the range of tasks required
  • Flexible and willing to work outside core business hours as required”
  • Challenges to adapt the changes as quickly as possible

Contact : info@telecomgurus.in

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