What are the responsibilities and job description for the Senior Desktop Support Engineer position at Iconic Infosys, Inc?
Job Description
Job Description
10 years of overall IT-related experience required, with at least 5 years in managing Global Customers Minimum 5 years of managerial experience 5 years of working in IT operations with SLAs, ticketing tools and ITIL methodology in a big, corporate environment required. Expected to have an in-depth understanding of technology, best practices, and real-life processes behind End User Computing (desktops and all related centralized solutions). Messaging / Systems (Server & storage side) / Network and Security Services understanding is desirable. Prior understanding of IT infrastructure management and concepts around remote management of IT systems. Experience in working with an offshore model is required. Demonstrated global cultural awareness is required. Demonstrated matrix-management skills required. Experience in managing / working with a virtual team required. Flexibility with respect of time as when required Client deliverables must 100% be met with a Can-do attitude; (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations / L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews / participation in hiring drives.
