Sr Engineer (Support & Operations)

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: Listening, Verbal, Non-verbal, Questioning, Technical knowledge, Business knowledge, ITSM, Customer service, Time management, Personal organizational skills, Remote support, Instant messaging, E-mail, Chat

Job Summary
Service Desk Staff(Job Description – Qualities and Skill, Tools and Technology usage)
Qualities for staff include:
• Accepts change and adapts easily
• Learns quickly
• Multi-tasks
• Positive temperament (patient, empathetic)
• Problem-solver
• Customer service approach
• Accepts personal accountability
• Self-motivated
• Team player
• Follows policies, procedures and guidelines
• Continually improves
• Calm under pressure
Skills for staff include:
• Communication – Listening, Writing, Verbal, Non-verbal, Questioning
• Knowledge – Technical, Business, ITSM (useful)
• Customer service – Troubleshooting, Problem solving
• Increased numbers of incidents and service requests resolved
• The potential to restore services faster
• The potential to improve customer satisfaction
• Provides an opportunity for analysts to educate customers to be more self-sufficient
• Time management
• Personal organizational skills
Tools and Technology Usage include:
• Remote support, instant messaging, e-mail, chat to:
• Restore the customer’s technology to a functioning state
• Overcome communication barriers
• Enhance the customer and service desk relationship
• Improve first contact resolution rate
• Reduce the number of escalated calls




• Reduce lost customer productivity by reducing time to resolution
Key Responsibilities
Service Desk Staff(Job Description – Qualities and Skill, Tools and Technology usage)
Qualities for staff include:
• Accepts change and adapts easily
• Learns quickly
• Multi-tasks
• Good temperament (patient, empathetic)
• Problem-solver
• Customer service approach
• Accepts personal accountability
• Self-motivated
• Team player
• Follows policies, procedures and guidelines
• Continually improves
• Calm under pressure
Skills for staff include:
• Communication – Listening, Writing, Verbal, Non-verbal, Questioning
• Knowledge – Technical, Business, ITSM (useful)
• Customer service – Troubleshooting, Problem solving
• Increased numbers of incidents and service requests resolved
• The potential to restore services faster
• The potential to improve customer satisfaction
• Provides an opportunity for analysts to educate customers to be more self-sufficient
• Time management
• Personal organizational skills
Tools and Technology Usage include:
• Remote support, instant messaging, e-mail, chat to:
• Restore the customer’s technology to a functioning state
• Overcome communication barriers
• Enhance the customer and service desk relationship




• Improve first contact resolution rate
• Reduce the number of escalated calls
• Reduce lost customer productivity by reducing time to resolution
Skill Requirements
Service Desk Staff(Job Description – Qualities and Skill, Tools and Technology usage)
Qualities for staff include:
• Accepts change and adapts easily
• Learns quickly
• Multi-tasks
• Good temperament (patient, empathetic)
• Problem-solver
• Customer service approach
• Accepts personal accountability
• Self-motivated
• Team player
• Follows policies, procedures and guidelines
• Continually improves
• Calm under pressure
Skills for staff include:
• Communication – Listening, Writing, Verbal, Non-verbal, Questioning
• Knowledge – Technical, Business, ITSM (useful)
• Customer service – Troubleshooting, Problem solving
• Increased numbers of incidents and service requests resolved
• The potential to restore services faster
• The potential to improve customer satisfaction
• Provides an opportunity for analysts to educate customers to be more self-sufficient
• Time management
• Personal organizational skills
Tools and Technology Usage include:
• Remote support, instant messaging, e-mail, chat to:
• Restore the customer’s technology to a functioning state
• Overcome communication barriers
• Enhance the customer and service desk relationship
• Improve first contact resolution rate
• Reduce the number of escalated calls
• Reduce lost customer productivity by reducing time to resolution
Other Requirements
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📌 Sr Engineer (Support & Operations) (Nagpur)
🏢 HCL Technologies
📍 Nagpur