Service Desk Engineer / Immediate Joiner
Posted Updated
Summary
Service Desk Engineer in Prabhadevi, Mumbai handling IT user queries: logging, categorizing, prioritizing and assigning incidents/service requests in an ITSM/ticketing tool, escalating unresolved issues per the escalation matrix, tracking SLA compliance, and maintaining daily open/pending/closed/escalated ticket reports. Immediate joiners sought (2-7 yrs).
Service Desk Engineer JD:-
- Handle Emails and User queries related to IT issues.
- Register, Categorize, Prioritize and assign incident and service requests in the ITSM/Ticketing tool.
- Ensure all the tickets are update with accurate detail, Action taken , current status and Closure Remarks.
- Escalate unsolved incident to the appropiate support team as per the escalation matrix.
- Track ticket ageing and ensure compliance with Service level Agreeement (SLA).
- Keep user informed about ticket progree, Delay and expected resolution timeline.
- Maintain daily reports for open, pending, closed and escalated tickets.
- Support incident management, Service request management and follow up activities.