Sr Engineer (Support & Operations)

Job Description

Sr Engineer (Support \& Operations)

Nagpur, Maharashtra

*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