CABLE & WIRELESS Recruits Freshers Jobs: IT Service Desk ENGINEER @ Bangalore
Job Posted Date: 2013-03-19 |
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Company Cable&Wireless Worldwide plc
Job Role: IT Service Desk ENGINEER
Job Summary :
To work in a 24/7 environment, logging incidents and Service Requests accurately, carrying out initial diagnosis and progressing them in a timely fashion to meet KPI’s, resolving the incidents wherever possible.
Co-ordinate incident resolution activities across a large number of internal groups and 3rd Party suppliers to ensure customer incidents/changes are resolved within SLA.
Incidents may be detected or received from monitoring tools, phone calls, emails, chat and web.
“To be the first point of contact for all colleagues for all IT related issues. To provide excellent customer service by ensuring that all requests are actioned and resolved accurately, in line with agreed business processes and procedures, and to the customer’s satisfaction. To be a contributing team member ensuring key business objectives and individual performance standards are met and/or exceeded.”
Requirements
technical competencies (Skills and Experience)
Essential
· Excellent telephonic communication skills, especially in managing UK accent
· Good understanding of UK Culture
· Ability to form rapport on phone with UK colleagues
· Understanding of Windows Infrastructure more focussed at the desktop level including remote desktop management
· Understanding of anti virus, patching process, image builds etc
· Very basic understanding of variety of platforms like Unix, Mainframes, SAP etc
· Understanding of windows server infrastructure including domains, Active Directory and Exchange
· Ability to understand criticality of an issue when it is reported based on business impact
· Good analytical skills
· Innovative
· Excellent interpersonal skills
· Team player with ability to relate to team dynamics and team goals
· Engineering Degree with 0-3 years of work experience in a similar environment
· Knowledge of Cisco Routers and Switches
· MCSE, A+ etc
· Able to Use Network Monitoring tools to diagnose basic problems
· Understanding of ITIL framework with ability to contribute to problem management initiatives
· Understanding of IP networking, subnetting etc
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