Engineer-Cloud & Infra Engg

Country/Region: SG

Requisition ID: 23757

Work Model: Hybrid

Position Type: Permanent

Salary Range:

Location: SINGAPORE - BIRLASOFT

Title: Engineer-Cloud & Infra Engg

Description:

Area(s) of responsibility

About Birlasoft Ltd.
Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified CK Birla Group, Birlasoft with its 12,500+ professionals, is committed to continuing the Group’s 161-year heritage of building sustainable communities.

Service Desk Analyst
Location- Paya Lebar, Singapore
Experience- 5-7 Years

Job Description

We are looking for a Service Desk Engineer to provide technical assistance to our clients. They will be the first point of contact for the users who call our IT Service Desk.

While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming tickets, calls & chats.

Tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.

The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 2 support/advanced resolver teams.

Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer) and network systems.

Essential job tasks

Technical Knowledge:

ITIL/Service Desk Knowledge:

MIM Process Knowledge:

Core Competencies

Communication skills - Excellent oral and written communication skills

Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems

Experience with troubleshooting OSS and BSS tools

Good Customer Service Skills

Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience

Experience with working on ITSM tools

Specific Knowledge of other required Computer Systems/Applications for different work environments.

Operational Requirement

Responding to queries via chat, email, or phone

Resolving problems with networks and other computer systems

Diagnosing system errors and other issues

Following up with customers to ensure full resolution of issues

Following up and coordinating with other teams/Partners to resolve customer issues.

Recommending improvements and fix process gaps

Remotely accessing hardware or software for clients to make changes and fix problems

Coordination & follow-up with Level2, Field-Ops for ongoing queries/request

Follow up on pending tickets and updates

The Go-to person for directing the requester for finding a solution with the right stakeholders

Provide an end user experience with follow up calls for the resolution and closure of tickets or incidents.