Job Responsibilities:

- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Receives and handles requests for service, following agreed procedures.
- Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloguing them by symptom and resolution
- Acts under guidance to record and track reliability data for the Site
- Systematically interprets user problems and identifies solutions and possible effects.
- Escalates complex or unresolved incidents.
- Records and tracks issues from outset to conclusion.




- Responds to common requests for service by providing information to enable fulfilment.
- Promptly allocates unresolved tickets as appropriate.
- Maintains records, informs users about the process, and advises relevant persons of actions taken.

Qualification:

- Experience with Service Desk
- Ability to work as a team and develop productive processes & workflows.
- A high level of attention to detail with solid problem solving and consultative skills.
- Strong verbal and written communication, organization, and time management skills.
- Demonstrated vendor management and negotiation skills.
- Demonstrated ability or aptitude to work cross-functionally with system and business owners, and technology staff.

📌 Service Desk Engineer (Kolkata)
🏢 XCEEDANCE
📍 Kolkata