Service Desk Engineer

Role description

Job Description English Service Desk

• Preferred Skills and Proficiency Expectations


• Customer Interaction Handling


• Problem Solving Escalation Management


• Data Quality


• Service Level Agreement understandinghandling


• Organization skills attention to detail and follow through to resolve any outstanding issues


• Good technical aptitude with an ability to learn quickly


• Time management and administrative skills


• Written and verbal communication skills manage internal communications and externalclient communications


• Discretion professionalism confidentiality and judgment


• Computer literacy and working knowledge of Microsoft Office Windows Printers Phones


• Team player with interpersonal skills


• SelfMotivated positive attitude and approach


• Flexibility to take on additional responsibility and tasks when required


• Flexibility to do overtime when required

Key Responsibilities

• Receives and logs internal andor external customer problemrequestissue and ensures proper documentation


• Performs customer requestproblem identification and follows defined procedures to resolve correctly Documents troubleshooting efforts and customer information in data capture tool and when required transfers call or promptly notifies responsible party for resolution


• Performs incident notification and escalation to ensure problemsrequestsissues are communicated effectively and receive proper management attention


• Develops and maintains knowledge of customer specific business environment


• Develops and maintains an understanding of customer Service Level Agreements and departmentsproducts key performance requirements


• Develops and maintains product knowledge industry knowledge and business and professional skills by participating in onthejob training and classroom training


• Shares information required for the team to be successful


• Demonstrates understanding of the customers business needs or market and maintains high customer satisfaction ratings


• Develops and maintains incident management and knowledge management tools client information systems and service desk procedures


• Seeks opportunities to improve knowledge skills and performance by reviewing knowledge base content practicing skills and being receptive to coaching and constructive feedback


• May perform follow up on incidents with customer to ensure customer satisfaction


• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction


• May take accountability for effectively handling senior level escalations or customer complaints received via various sources


• May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement


• May complete and resolve noncall customer contact requests received by web or email


• May deliver new hire training and refresher training

Other details

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision


• Short Term and Long-Term Disability Coverage


• 401(k) Plan with Company match


• Life Insurance


• Vacation Time, Sick Leave, Paid Holidays


• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of
this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our
employment decisions are made without regard to race, color, creed, religion, sex (including
pregnancy, childbirth or related medical conditions), gender identity or expression, national origin,
ancestry, age, family-care status, veteran status, marital status, civil union status, domestic
partnership status, military service, handicap or disability or history of handicap or disability, genetic
information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation
or preference, or any other characteristic protected by applicable federal, state, or local law, except
where such considerations are bona fide occupational qualifications permitted by law.