Title of Job:- Service Desk Engineer - VOD000A4A
Eligibility:- Freshers B.E/B.TECH/MCA/MCS/Bachelor Degree
Location:- Bangalore, IN
About Us:- Vodafone Group plc /ˈvoʊdəfoʊn/ is a British multinational telecommunications company, with headquarters in London. Among mobile operator groups globally, Vodafone ranked fifth by revenue and second in the number of connections as of 2014.
B.Sc. or Computer Engineering or Computer Science 0 / 2 year IT experience (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
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
Liaising with other support groups in assisting with the resolution of SRs where initial investigation fails to resolve the customer incident.
Behavioral/ Personality Specifications required:-
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
Performance of simple works of repair and maintenance on the technical equipment in the work environment to saving operational sequences
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
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