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.
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 (India)
🏢 XCEEDANCE
📍 India