Mindtree Service Desk Engineer - BANGALORE
Job Description
Experience Needed
Experience in the IT industry with specific focus on customer and End User facing Enterprise Technical Support / Application Support engagements
Role Description
Providing 24/7 single point of contact enterprise support for APAC, EMEA and AMER customer in an SLA bound workspace
Providing SOP based resolutions and managing escalated tickets where applicable
Handling Priority or Key customers on a regular basis and providing technical support
Create documentation and perform analysis on shift-left candidates and top volume drivers
Lead resolution efforts and coordinate with 3rd parties directly
Ensure tickets documentation, categorization and classification are precise
Managing entire ticket lifecycle reported across ticketing tool, emails, chat and telephony sources
Managing shift-handovers and passing on consistent updates within the team and outside the team
Job Type
Full Time
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