Customer Solution Center Rep 2 - Technical
Description -
Core Responsibilities:
First Point of Contact: As the first point of contact for end-users, ServiceDesk engineer is responsible for receiving, documenting, and prioritizing requests and incidents.
Ticket Management: A ServiceDesk engineer is responsible for managing the ticket queue, ensuring that tickets are properly categorized, assigned, and tracked to resolution.
Troubleshooting and Support: A ServiceDesk engineer is responsible for providing technical support to end-users, troubleshooting issues and resolving incidents within established service level agreements (SLAs).
Communication and Customer Service: A ServiceDesk engineer is responsible for maintaining communication with end-users, providing updates on incident status and resolution and ensuring a high level of customer satisfaction is maintained.
Knowledge Management: A ServiceDesk engineer is responsible for maintaining and updating a knowledge base of common issues and their solutions, to improve efficiency and reduce resolution time.
Escalation Management:



A ServiceDesk engineer is responsible for escalating incidents to appropriate levels of support when necessary and ensuring that escalation paths are clearly defined and followed.
Monitoring and Reporting: A ServiceDesk engineer is responsible for monitoring the health of IT systems, alerting appropriate support teams to issues, and producing regular reports on incident trends and resolution times.
Documentation and Process Improvement: A ServiceDesk engineer is responsible for documenting incident resolution procedures, identifying areas for process improvement, and contributing to the development and maintenance of IT service management (ITSM) processes and policies.
Other Mandatory Responsibilities:
Adaptable to work in 24/7 rotational shifts to support End users and to monitor the health of IT Systems. Provide client IT support and technical issue resolution via E-Mail, phone and other elec

📌 Customer Solution Center Rep 2 (Bengaluru)
🏢 Hp
📍 Bengaluru