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 efficient processes & workflows.

- A high level of attention to detail with solid problem solving and consultative skills.

- Robust 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