Service Desk Executive - Technical Support (1-5 Yrs) MP/Bhopal (Others)

Responsibilities: - Hands on experience with Service Desk and remote control software. Solid technical background with an ability to give instructions to a non-technical audience.
-Customer-service oriented with a problem-solving attitude Excellent written and verbal communications skills.
-Excellent track record in Incident, Problem, Change, Release Management Experience of handling US, European customer Excellent understanding on SLA and OLA Experience in managing Global team.
-Manage critical or emergency incidents; assess situations, and develop actions plan to resolve issues.
-Manage escalations board for specified team.
-Provide guidance to and mentor direct reports.
-Effectively communicate with team, management, and client (where appropriate), any pertinent information relevant to the task at hand.
-Take a role in promoting Netlink Service Desk guidelines throughout the team.
-Act as a technical escalation point for Service Desk Analysts.
-Research complex technical issues and provide action plan to clients and team.
-Ensure that all work performed is documented in Ticketing tool; this must be done in a timely, accurate and detailed manner.
-Manage client relationship and expectations.
-Identify opportunities to offer additional services to improve client. Required Experience: - ITIL Certified, Global Help-desk Management, Incident, Problem, Change and Release management, MTTR, First time resolve.
-Excellent Verbal and Written Skills.
-Hands-on experience with Help-desk and remote support software.
-Excellent in Service Level Agreement and OLA, Reporting of FCR, MTTR, TAT, Severity/Priority understanding, MS Office - Excel, Power Point, Service Management tool - Service Desk or Remedy or Service Now or OTRS.
-Excellent Laptop/Desktop troubleshooting skills.

Required Skills : English