Key Responsibilities :

The Technical Service Desk is responsible for providing high-quality IT support and ensuring smooth operational management.

Below are the primary duties and responsibilities :

Incident Management :

- Logging, tracking, and resolving incidents using ITIL-based processes and ITSM tools like ServiceNow.

- Classifying incidents based on impact and urgency to prioritize resolution.

- Coordinating with second and third-line resolution teams and third-party vendors.

- Keeping users informed throughout the lifecycle of an incident.

- Conducting Root Cause Analysis (RCA) for recurring issues and documenting findings in RCA reports within five working days .

Technical Support :

- Supporting and troubleshooting :

Operating Systems : Windows and Mac OS.
Applications : Off-the-shelf and proprietary business applications.
Network Connectivity : Diagnosing TCP/IP issues, DNS resolution, DHCP scopes, and hardware failures.
Enterprise Logon Issues : Addressing password expiration, hardware vs. network issues.
Enterprise Network Printer Issues : Resolving driver, hardware, and server-related problems.

- Using tools like Remote Desktop/Assistance for troubleshooting user issues Service Desk Operations

- Providing omni-channel support (phone, live chat, self-service portals) for consistent service delivery.

- Ensuring high first-call resolution rates through skills-based routing and knowledgeable resources.

- Maintaining a centralized knowledge base powered by ServiceNow to minimize non-productive time for end users 1, 2.

Proactive Monitoring :

- Deploying End User Computing Analytics (EUCA) to monitor device performance and interactions in real-time.

- Collecting over 800 parameters related to device configuration, usage, and resource consumption.

- Identifying and resolving performance degradations proactively to optimize user experience 1.

Security and Compliance :

- Promptly escalating security incidents, such as virus detection.

- Ensuring compliance with quality and regulatory standards 2.

Resource Management :

- Managing day-to-day operations, including capacity planning and workload distribution.

- Developing staff through coaching and training to improve service quality.

- Ensuring resource development plans and hiring strategies are in place 2, 6.

Skills and Qualifications :

Technical Skills :

- Proficiency in troubleshooting hardware, software, and network issues.

- Experience with ITSM tools like ServiceNow , Manag Engine etc

- Knowledge of ITIL processes and methodologies.

- Ability to analyze systems and recommend solutions to prevent problems 6.

Behavioral Skills :

- Strong teamwork and interpersonal skills.

- Effective communication (oral and written).

- Analytical thinking and problem-solving abilities.

- Adaptability to change and managing pressure effectively 10.

Education and Experience :

- Bachelor's Degree in Engineering or Computer Science (or equivalent).

- Regular attendance and flexibility to work nights and weekends as necessary

Additional Features :

- Level 2 Security Clearance

- For customers requiring higher access levels, Level 2 agents may need Security Clearance (SC) instead of BPSS clearance. Atos provides SC-cleared agents to meet specific requirements .

- Flexible Provision of Agents :

- Dedicated Level 2 agents can be onboarded during initial phased uplift or later scale-up/down processes .

Role expectations :

- First-Level Troubleshooting : Provide initial support for common technical issues like password resets, software errors, and connectivity problems.

- Incident Logging and Categorization : Accurately log all incoming incidents and service requests, categorizing and prioritizing them based on urgency and impact.

- Ticket Escalation : Escalate unresolved or complex issues to the appropriate support teams while ensuring proper documentation.

- User Communication : Maintain clear and professional communication with users regarding ticket status, resolution steps, and expected timelines.

- Knowledge Base Utilization : Use and contribute to the knowledge base to resolve issues efficiently and consistently.

- Follow-Up and Closure : Ensure timely follow-up on open tickets and confirm issue resolution before closing them.

- Service Level Agreement (SLA) Adherence : Work within defined SLAs to ensure timely resolution and customer satisfaction.

- Customer Satisfaction : Deliver a positive user experience by being empathetic, patient, and solution-oriented.

- Shift Handover and Reporting : Document key updates and unresolved issues during shift changes to ensure continuity of support