Service Desk Engineer Job In Alchemy Techsol India Private Limited In Chennai

Semi voice process-Good Spoken and Written English -Good listening skills, Neutral Accent for Spoken English -Ability to quickly assess and effectively address user queries -Should have exposure in remote support using RDP tools, chat and Voice -Exposure to one of the ITSM IPC tools, such as remedy, ServiceNow, BMC, etc -Team Player -Ability to follow steps defined in SOP/Knowledge base to provide FCR for the user -Basic Knowledge of o Windows OS oDesired MAC OS oMS Office 2016 with Outlook 2016 and above oActive Directory Client Side oPrinter/Scanner Configuration oMachine Hardware oMacAfee Antivirus ClientResponsibilities include but not limited to -Provide a single point of contact for the agreed IT infrastructure management services -Provide ROFC (Resolution on First Call) where ever possible and thrive towards achieving the laid targets -Monitor the helpdesk tool for open and pending incidents -Coordinate and follow up with various support teams/functions for quick resolution of tickets -Receive incidents, service requests, queries, and change requests from Customer's end users or IT staff through Phone, Email and Web queries -Log tickets in the helpdesk tool on behalf of users making service requests over phone -Log tickets generated by alerts in the tools -For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix -Assign the incidents to appropriate technical group and categorize into appropriate severity or priority group -Provide remote technical support for the issues pertaining to the services under scope of this SoW using knowledge base and standard operating procedures wherever possible.

-Conduct End users CSAT survey in conjunction with support from OM team -Maintain SD knowledge base and upto date documentation

Good Communication And Verbal , Ticketing Tool Experience, Remote Tool Exp & End Point Security Tool Knowledge. RoleService Desk Engineer Brief DescriptionSde Is The First Contact Point Of End-user To Provide It Support Function Remotely.

Alchemy Techsol India Private Limited is looking for Any Graduate / Post Graduate profile candidates.