Vodafone Bangalore JobsCompany Name: Vodafone

Job Location: Bangalore

Experience: Freshers/Experienced (0 to 2 years)

Job Category: IT | Software

Job Position: Service Desk Engineer

Qualification: BE, BTech (Computers), BSc (Computers)

Eligibility Criteria:

  • Good Communication.
  • Leadership/ Team Handling experience.
  • Language skills.
  • IT infrastructure knowledge.
  • Familiar with Service Desk/Helpdesk support field
  • Excellent written and spoken English is a must Level 6 preferred.
  • Organized for working in a global cooperative team environment.

Job Description:

  • Receiving, acquisition, forwarding, handling and closing-off of every description among compliance with defined rules.
  • Open tickets based on received phone calls, emails or fax.
  • Monitor and track ticket system, email system, phone and fax for incoming Incidents and Requests.
  • Enrich tickets with additional information if required and/or needed.
  • Dispatch Incidents and Requests to next level of support including call out.
  • Inform IMS (Incident Management and Support Team) via phone about Critical Incidents.
  • Inform Incident or Request Originator about updates and progress.
  • Review ticket answers from underlying support levels.
  • Answer Incidents and Requests back to originator.
  • Keeping customers informed on request status and progress till closure.
  • Solve incidents based on knowledge.
  • Consults with next line of support teams as appropriate.
  • Settings with the SLS, the customers and service provider within the Incident Management Process.
  • Pro-active monitoring of systems and services (Line of Business).
  • Performance of permanent activities for the monitoring of the incident process.
  • Introduction of telephone conferences.
  • Notification and alerting of on calls.
  • Performances of outbound activities.
  • Active support of the service processes by pro-active handling.
  • Support of the technical departments in the use of the service support processes.
  • Handling of systems and peripheral devices.
  • Continuous checking of systems and peripheral devices.
  • Working in shift bases available 24/7.
  • Validate Incidents and Requests according to Operations questionnaires.
  • Qualification and analysis of requests (Incident, Change, Order, Service Call).
  • Analysis and management of incidents.
  • Ensure continuous monitoring and forward movement of customer issues until they are resolved.
  • Monitoring and Improvement of quality of service.
  • Act as a team member that contributes to solutions and customer satisfaction.
  • Analysis and  manage handover of incidents to Problem Management.
  • Recording and tracking incidents and complaints.
  • Monitoring of documentation of services on being up-to-date.
  • Documentation of all types of handling steps, also on demand for the technical departments.
  • Permanent updating of available technical knowledge.
  • De-escalation of conflict situations.
  • Performance of simple works of repair and maintenance on the technical equipment in the work environment to saving operational sequences.
  • Pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them.
  • Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident.

How To Apply: Apply For This Job.

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