Engineer - Cloud & Infra Management

Role description

Role-Service Desk

Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server

Mode-5 days from Office

Location-Bari,Italy

Mode- Perm/FTE

Responsibilities

First point of contact for all end user reporting technical issues over the phone Chat or email or web

Responsible for providing the first line of technical support of hardware Operating Systems subsystems andor applications for customers andor employees

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures

Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements

Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups

Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs

Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions

Advise users on appropriate course of action

Monitor issues from start to resolution

Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate

Maintains records informs users about the process and advises relevant persons of actions taken

Adhere to the documented policies and procedures

Pass on any feedback or suggestions by customers to the appropriate internal team

Engages other support teams or resources as when appropriate to resolve tickets

Use appropriate CTI classification for incidents and requests

Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates

Maintain confidentiality with regards to client customer information adhere to the NDA guidelines

Identify major incidents and invoke the major incident management process

Identify new issues and contribute to Knowledge Base development

Install modify and repair computer hardware and software

Required

Candidate Profile: Minimum 25 years of relevant experience working as Helpdesk Associate

Should possess basic understanding of ITIL Practices

Should have strong verbal written communication and interpersonal skills

Skills

RequiredExposure to handling desktopapplication issues in a remote support setup

Should have exposure to ITSM ticketing tools ie ServiceNow Cherwell Symphony Summit etc

Good interpersonal organization and customer services skills

Additional Professional

CertificationsITIL Foundation Certification is an advantage

Certification on any technical front O365 Azure Windows etc would be good to have

Skills

Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server

About LTM

LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/