Vodafone Hiring Freshers in Bangalore As Service Desk Engineer On February 2017

Company 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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