Service Desk Technician II

Job Description

We are having an urgent opening for the position of Service Desk Technician II for a reputed company at the Navi Mumbai (Juinagar) location.

Job Summary

The Service Desk Technician II can be the first contact for customers to resolve their technical issues or to process their service requests. May also be an escalation point for Service Desk Technician I to handle uncommon issues processed through the service desk. Problem-resolution skills will be used in conjunction with outstanding communication skills to ensure the service provided to the customer will be done quickly, correctly, and professionally. The use of a ticketing system will be utilized to ensure proper documentation and communication ensues throughout the lifecycle of the issue with the customer. Will also create knowledge-based articles based on experience gained to assist the entire enterprise.

Job Duties:

• Works with internal and external customers to log, categorize and prioritize incoming Incidents or Service Requests received via phone, chat, email, or service portal. This would also include customer validation to ensure categorization, prioritization, and security.
• Investigates and diagnose issues for the customer using both internal and external knowledge bases as well as utilizing technical troubleshooting skills with the goal of first contact resolution.
• Resolve incidents and service requests as soon as possible to attain the highest possible first contact resolution rate.
• Be an escalation point for level 1 technicians. May also be asked to assist with VIP users or when an urgent resolution is needed.
• Ability to identify patterns of the tickets the service desk is receiving and communicate with the major incident team. This would include documentation of steps to reproduce the issue, where in the environment the problem is happening, and the population of affected customers.
• Clear verbal and written communication with customers to be able to properly troubleshoot and resolve issues in a friendly and efficient manner. Must also be able to educate customers on available tools such as self-service options, AI (Artificial Intelligence) bot, knowledgebase, and service portal when pertinent.

Functional Knowledge:

• Requires analytic and problem-solving skills
• Must be able to listen and communicate with a variety of technical and non-technical customers both verbally and in writing in a professional and friendly manner. Would also require de-escalation and situational awareness skills.
• Ability to document work properly that could be used both internally within IT and for users.
• Business awareness can be used to work with other teams throughout the organization.
• Ability to work in a fast-paced environment

Business Acumen:

• Applies basic knowledge of business gained through formal education or related work experience

Leadership & Impact:

• Help others as directed
• I May be asked to work on issues or requests that are not fully documented and be able to turn that into a documented process
• Has the ability to provide guidance and training to level 1 technicians

Problem Solving:

• Uses documented service desk procedures found in the knowledgebase to solve common problems
• Also brings previously attainted troubleshooting savviness to position to troubleshoot undocumented issues
• Recognize patterns of issues
• Use of online guides/training forums

Interpersonal Skills:

• Must be friendly and eager to work with customers and teammates.
• Willingness to learn and mentor others.
• Follow guidelines from management and make suggestions when pertinent
• Has the desire and ability to grow personal knowledge and efficiency rates of both self and the team

Education & Experience:

• Formal training or certification in a relevant field
• Bachelor’s degree in relevant field preferred