Technical Service Desk - e-stone

We are looking for Technical Service Desk - e-stone Experience : 04 -06 years 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: 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 . 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 . 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 . 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 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