Experience            : 04 -06 years

Location                 : Pune (Hinjewadi) & Bangalore

Key Responsibilities

The Technical Service Desk is responsible for providing high-quality IT support and ensuring smooth operational management.

Below are the primary duties and responsibilities:

Incident Management

• Logging, tracking, and resolving incidents using ITIL-based processes and ITSM tools like ServiceNow.
• Classifying incidents based on impact and urgency to prioritize resolution.
• Coordinating with second and third-line resolution teams and third-party vendors.
• Keeping users informed throughout the lifecycle of an incident.
• Conducting Root Cause Analysis (RCA) for recurring issues and documenting findings in RCA reports within five working days .

Technical Support

• Supporting and troubleshooting:
  • Operating Systems: Windows and Mac OS.
  • Applications: Off-the-shelf and proprietary business applications.
  • Network Connectivity: Diagnosing TCP/IP issues, DNS resolution, DHCP scopes, and hardware failures.
  • Enterprise Logon Issues: Addressing password expiration, hardware vs. network issues.
  • Enterprise Network Printer Issues: Resolving driver, hardware, and server-related problems.
• Using tools like Remote Desktop/Assistance for troubleshooting user issues 

Service Desk Operations

• Providing omni-channel support (phone, live chat, self-service portals) for consistent service delivery.
• Ensuring high first-call resolution rates through skills-based routing and knowledgeable resources.
• Maintaining a centralized knowledge base powered by ServiceNow to minimize non-productive time for end users 1, 2.

Proactive Monitoring

• Deploying End User Computing Analytics (EUCA) to monitor device performance and interactions in real-time.
• Collecting over 800 parameters related to device configuration, usage, and resource consumption.
• Identifying and resolving performance degradations proactively to optimize user experience 1.

Security and Compliance

• Promptly escalating security incidents, such as virus detection.
• Ensuring compliance with quality and regulatory standards 2.

Resource Management

• Managing day-to-day operations, including capacity planning and workload distribution.
• Developing staff through coaching and training to improve service quality.
• Ensuring resource development plans and hiring strategies are in place 2, 6.

Skills and Qualifications

• Technical Skills:
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Experience with ITSM tools like ServiceNow , Manag Engine etc
  • Knowledge of ITIL processes and methodologies.
  • Ability to analyze systems and recommend solutions to prevent problems 6.
• Behavioral Skills:
  • Strong teamwork and interpersonal skills.
  • Effective communication (oral and written).
  • Analytical thinking and problem-solving abilities.
  • Adaptability to change and managing pressure effectively 10.
• Education and Experience:
  • Bachelor’s Degree in Engineering or Computer Science (or equivalent).
  • Regular attendance and flexibility to work nights and weekends as necessary 

Additional Features

• Level 2 Security Clearance:
  • For customers requiring higher access levels, Level 2 agents may need Security Clearance (SC) instead of BPSS clearance. Atos provides SC-cleared agents to meet specific requirements .
• Flexible Provision of Agents:
  • Dedicated Level 2 agents can be onboarded during initial phased uplift or later scale-up/down processes .

Role expectations

• First-Level Troubleshooting: Provide initial support for common technical issues like password resets, software errors, and connectivity problems.
• Incident Logging and Categorization: Accurately log all incoming incidents and service requests, categorizing and prioritizing them based on urgency and impact.
• Ticket Escalation: Escalate unresolved or complex issues to the appropriate support teams while ensuring proper documentation.
• User Communication: Maintain clear and professional communication with users regarding ticket status, resolution steps, and expected timelines.
• Knowledge Base Utilization: Use and contribute to the knowledge base to resolve issues efficiently and consistently.
• Follow-Up and Closure: Ensure timely follow-up on open tickets and confirm issue resolution before closing them.
• Service Level Agreement (SLA) Adherence: Work within defined SLAs to ensure timely resolution and customer satisfaction.
• Customer Satisfaction: Deliver a positive user experience by being empathetic, patient, and solution-oriented.
• Shift Handover and Reporting: Document key updates and unresolved issues during shift changes to ensure continuity of support.

Kindly share your updated resume

ruchita.parsekar@e-stonetech.com