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IT Service Management Professional
1 week ago
Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Our consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified CK Birla Group, Birlasoft with its 12,500+ professionals, is committed to continuing the Group's 161-year heritage of building sustainable communities.
Job Requirements
We are looking for a Service Desk Engineer to provide technical assistance to our clients. They will be the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming tickets, calls, and chats. Tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. Escalates unresolved problems/issues/requests to the proper tier 2 support/advanced resolver teams. Troubleshooting basic end-user issues on various software applications, hardware (Laptop, Desktop & Printer), and network systems.
Technical Knowledge
The ideal candidate will have a strong understanding of ITIL processes and knowledge management tools. Experience with troubleshooting software applications, hardware, and network systems is essential. The ability to communicate effectively with customers and colleagues is crucial in this role. A degree in Computer Science or a related field is preferred.
