Role title:
Engineer /Senior Engineer (Global Internal Service Desk)
Colt Level:
PT2 Advance/Core
Function:
T&SO– IT Service Desk
Reports to:
Team Leader
Location:
Gurgaon
Role purpose
Interaction with customers in English languages and understand the service and business impact.
Troubleshooting of the Incident and work with the support teams for the resolution of the incident.
Providing Incident support on internal user queries and work with support teams for the faster resolution of the Incident and user service requests.
Responsible for the integrity of the data within the incident recording system (ITSM) and providing high quality information to other IT infra support teams. Engineer will be required to update information on a regular basis and ensure the communication process with the user is maintained for better customer experience.
Key accountabilities
Respond quickly to all queries and incidents (This mean handling call and email in English language)
Manage incidents, via email, chat or calls
Working with support functions and third party service providers (vendors) for the resolution of the incidents
Documentation, recording and updating incident details in ITSM
Support and Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk. Also comparing the incident to others and referring to Incident Management if appropriate
Allocation of unresolved Incidents to appropriate support groups
Monitoring & Tracking, reviewing the progress of an incident and keeping the user informed
Closure, formally closing incidents
Manage request / incident submitted by user
Initial review and evaluation of the request
Allocating to relevant IT infra support group
Key performance indicators (financial and non-financial)
He should be able to cover Following :
Average Handling Time
Call To Ticket
Customer Satisfaction Survey
Adherence of quality parameters for call, chat and email
Break Aux adherence
First level resolution
SLA for Incidents and Service Requests
Relationships and key contacts
N/A
Role specific requirements
Skills & Experience
IT graduate or equivalent with 4+ years of exp. IT Skills of IE/MS Office etc.
Excellent communication skills (reading/writing/speaking) English
Ability to multi-task and prioritise workload
Ability to adapt to continuously changing procedures and environment
Team player with strong interpersonal skills
Customer focused
Understanding of Microsoft Office products
Working knowledge of Intranet and Internet applications beneficial
Basic understanding of IT and Service Desk
Qualifications
Any Graduate (IT) / Preferable Engineering Graduate
Behaviours
Understands what ‘service’ must be provided to user and delivers this flawlessly
Follows through on user enquiries, requests or incident – making sure that the user has received a response even if not responding in person
Keeps all promises they make, always delivering to agreed deadlines
Hands over work that is complete, accurate and of high quality, to ensure that no re-work or questioning is required, minimising disruptions in our ability to deliver
Drives own personal development to gain the right skills and experience to be able to perform their job to the highest standard
Models honesty, openness, integrity and ethical behaviour
Punctual and prepared for meetings, contributing opinions, ideas and questions to improve the outcome of the meeting
Develops and uses methods to share information on their role with others within their team, ensuring that everyone understands how to work together
Shares responsibility and provides support when necessary
Others
Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
Identify risks related to process and information security and treat/ mitigate the same as
What we offer:
Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.
In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.
Some benefit examples are:
Flexible working and relaxed dress code
Two days annually to spend on volunteering opportunities
Access to Online-learning Platform
Business mentoring
option of parking slots in the Colt Campus
lunch vouchers
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