Senior Engineer - Desk Side Services, AMT Asset Management Software

Senior Engineer \- Desk Side Services, AMT Asset Management Software

Chennai, Tamil Nadu

• *Job Summary**
• --------------

• *Service Desk Staff**

(Job Description – Qualities and Skill, Tools and Technology usage)

• *Qualities for staff include:**

• Accepts change and adapts easily
• Learns quickly
• Multi\-tasks
• Good temperament (patient, empathetic)
• Problem\-solver
• Customer service approach
• Accepts personal accountability
• Self\-motivated
• Team player
• Follows policies, procedures and guidelines
• Continually improves
• Calm under pressure

• *Skills for staff include:**

• Communication – Listening, Writing, Verbal, Non\-verbal, Questioning
• Knowledge – Technical, Business, ITSM (useful)
• Customer service – Troubleshooting, Problem solving
• Increased numbers of incidents and service requests resolved
• The potential to restore services faster
• The potential to improve customer satisfaction
• Provides an opportunity for analysts to educate customers to be more self\-sufficient
• Time management
• Personal organizational skills

• *Tools and Technology Usage include: Remote support, instant messaging, e\-mail, chat to:**

• Restore the customer’s technology to a functioning state
• Overcome communication barriers
• Enhance the customer and service desk relationship
• Improve first contact resolution rate
• Reduce the number of escalated calls
• Reduce lost customer productivity by reducing time to resolution

• *Key Responsibilities**
• -----------------------

• *Service Desk Staff**

(Job Description – Qualities and Skill, Tools and Technology usage)

• *Qualities for staff include:**

• Accepts change and adapts easily
• Learns quickly
• Multi\-tasks
• Good temperament (patient, empathetic)
• Problem\-solver
• Customer service approach
• Accepts personal accountability
• Self\-motivated
• Team player
• Follows policies, procedures and guidelines
• Continually improves
• Calm under pressure

• *Skills for staff include:**

• Communication – Listening, Writing, Verbal, Non\-verbal, Questioning
• Knowledge – Technical, Business, ITSM (useful)
• Customer service – Troubleshooting, Problem solving
• Increased numbers of incidents and service requests resolved
• The potential to restore services faster
• The potential to improve customer satisfaction
• Provides an opportunity for analysts to educate customers to be more self\-sufficient
• Time management
• Personal organizational skills

• *Tools and Technology Usage include: Remote support, instant messaging, e\-mail, chat to:**

• Restore the customer’s technology to a functioning state
• Overcome communication barriers
• Enhance the customer and service desk relationship
• Improve first contact resolution rate
• Reduce the number of escalated calls
• Reduce lost customer productivity by reducing time to resolution

• *Skill Requirements**
• ---------------------

• *Service Desk Staff**

(Job Description – Qualities and Skill, Tools and Technology usage)

• *Qualities for staff include:**

• Accepts change and adapts easily
• Learns quickly
• Multi\-tasks
• Good temperament (patient, empathetic)
• Problem\-solver
• Customer service approach
• Accepts personal accountability
• Self\-motivated
• Team player
• Follows policies, procedures and guidelines
• Continually improves
• Calm under pressure

• *Skills for staff include:**

• Communication – Listening, Writing, Verbal, Non\-verbal, Questioning
• Knowledge – Technical, Business, ITSM (useful)
• Customer service – Troubleshooting, Problem solving
• Increased numbers of incidents and service requests resolved
• The potential to restore services faster
• The potential to improve customer satisfaction
• Provides an opportunity for analysts to educate customers to be more self\-sufficient
• Time management
• Personal organizational skills

• *Tools and Technology Usage include: Remote support, instant messaging, e\-mail, chat to:**

• Restore the customer’s technology to a functioning state
• Overcome communication barriers
• Enhance the customer and service desk relationship
• Improve first contact resolution rate
• Reduce the number of escalated calls
• Reduce lost customer productivity by reducing time to resolution