Career Info:-
Company Name: Cable&Wireless
Worldwide plc
Company Website: www.cw.com
Job Location: Bangalore
Job Role: IT Service
Desk Engineer
Job Experience: Freshers, 0-3 Years
Job Eligibility: Engineering Degree
Job Summary:
Candidate
should be a Engineering Degree.
Excellent
telephonic communication skills, especially in managing UK accent.
Good
understanding of UK Culture.
Ability
to form rapport on phone with UK colleagues.
Understanding
of Windows Infrastructure more focussed at the desktop level including remote
desktop management.
Understanding
of anti virus, patching process, image builds etc.
Very
basic understanding of variety of platforms like Unix, Mainframes, SAP etc.
Understanding
of windows server infrastructure including domains, Active Directory and
Exchange.
Ability
to understand criticality of an issue when it is reported based on business
impact.
Good
analytical skills.
Innovative.
Excellent
interpersonal skills.
Team
player with ability to relate to team dynamics and team goals.
Engineering
Degree with 0-3 years of work experience in a similar environment.
Knowledge
of Cisco Routers and Switches.
MCSE,
A+ etc.
Able
to Use Network Monitoring tools to diagnose basic problems.
Understanding
of ITIL framework with ability to contribute to problem management initiatives.
Understanding
of IP networking, subnetting etc.
Job Responsibilities:
To
answer calls in a professional manner and in a timely fashion, logging details
of the incident or service request– ensuring that accurate and complete
information is obtained.
To
complete service requests in a timely fashion and to ensure the SLA is adhered
to.
Follow
documented/agreed business processes/procedures and keep abreast of changes.
Identify and highlight any deficiencies in the business processes/procedures,
offering recommendations and undertaking any corrective action as agreed by the
Management Team to ensure the continuous improvement of customer service and
satisfaction.
Progress
Service requests to ensure they are carried out on time and accurately.
Work
on building up the knowledge base to drive process improvements over time.
Identify
opportunities for uplift of documentation either of the nature of updating
existing documents or creation of new documents.
Coach
and buddy up with new colleagues joining the function.
Ensure
the Company’s’ obligations under ‘duty of care’ are fully met in respect of
team members and their working environment.
Ensure
all Health and Safety requirements are adhered to and audits/work station
assessments are completed on a regular and timely basis so that all reports
work in a safe and secure environment.
Ensure
that the Data Protection Act is adhered to through maintaining confidentiality
for both staff and customers.
Ensure
all mandatory courses are completed on time.
Job Skills:
Excellent Communication skills.
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