IT Service Desk engineer
Ciel HR
- Bangalore, Karnataka
- Permanent
- Full-time
● Connects with the Decathlon values of Responsibility and Vitality.Job Description :● Provide first level support & service to Users ensure that service levels are achieved in line with set targets and that User expectations are met or exceeded.
● Take ownership of all User issues or logged service requests and provide appropriate resolution;
● Track the issues (Overall) to conclusion in line with SLAs and quality standards;
● Meet goals and KPIs as set by the line supervisor;
● Track and publish related reports.Technical Skills required:● Familiarity with Support Ticket & call center support system
● Operating Systems installation and troubleshooting skills
● Read and Analyze Application Logs
● Basic understanding of Network terms like IP addressing, DNS, Subnet, Vlan, Ping
● Software installation and basic troubleshooting knowledge
● Basic knowledge to troubleshoot wifi issuesJob Description for Service Desk :3 Years relevant experience
Excellent CommunicationAt least 2+ years’ total experience of working at a Service desk engineer SkillsSoft Skills required:● Good in communication, collaboration and teamwork.
● Ability to able to triage quickly, prioritizing actions.
● Passion for sharing, learning and growing knowledge among peers.Scope of Work :1.The Helpdesk
2.Laptop & Desktop Support
3.Telecom Support (User side)
4.IT Asset Management (User side)
5.Patch Management
6.Operations of all Electronic Output devices like printers,scanners,Projector, TV,CCTV camera etc
7.First level Network Support
8.End User Computing Support (windows, Linux, Mac)Duties & Responsibilities:-● Be the first level for any technical or process issue ( L1 Engineers) raised by Decathlon internal Users, Ensure all Product and User problems raised by Users get a first response
and resolution within defined SLAs
● Manage and collaborate with third-party suppliers and ensure that their services and quality are in line with our expectations and enable us to meet or exceed our service levels.
● Gather important updates (tech and process ) , review the same for improvement by own practices and ensure all of these are shared with the team regularly.
● Understanding the crucial metrics at the team level and work to achieve them,Ensure that KPIs defined for engineers are monitored; actions taken to ensure targets are achieved.
● Ensure that practices and processes are followed, the same are standardized and documented. Ensure that these are continually improved to enhance support team
activities
● Ensure through continuous self learning and understanding best practices in order to provide a more effective and efficient service to our Users;
● Contribute to the success of the business and assist in improving the overall User experience within the team.About CIEL HR :CIEL Group is a holistic talent solutions provider, one destination for all your HR needs. We have been a reliable partner to clients of all sectors and sizes, in their growth journey. CIEL is led by the most experienced and talented workforce spread across 83 offices at 51 locations in India. CIEL Group includes brands like CIEL HR - India’s largest recruitment and staffing company in terms of geo-spread, Jombay - India’s largest Talent Assessment and Development platform, Integrum offering HfactoR, a unified HR Tech platform to manage end-to-end employee lifecycle in organisations, CIEL Technologies that offers Managed Services to optimise IT programmes, CIEL Skills and Careers that engages with various Government agencies as well as the CSR wings of corporates to mobilise students, train them ‘Job Ready’ and place them in meaningful jobs, Ma Foi Strategy that offers consulting services in the entire spectrum of HR, Growth, Payroll and Compliance areas.CIEL HR is India’s fastest growing HR services company (CAGR of 136% over the last 7 years), servicing ~400 companies across industry sectors for their Temporary staffing needs and 2600+ companies to find the right talent for their Permanent positions. It finds talent for companies in the industry sectors of Manufacturing, Energy, Infrastructure, IT & Outsourcing, Pharma, Financial Services, Consumer Products and Services. Over the last 8 years, CIEL has recruited 1,20,000+ people across levels and functions.