Profile Summary:

IGT Solutions is looking for an Engineer-Desktop Support to support IT Infrastructure team in a Contact Centre services environment. The position is responsible to develop overall Telecom IT infrastructure processes, procedures, and plans to support future growth as well as ensure reliability, scalability, performance, and security.

Primary Job Responsibility:

• Provide essential online security advise and support
• Receives and handles requests for service, following agreed procedures
• Promptly allocates calls as appropriate
• Logs Incidents and Service Requests and maintains relevant records
• Identifies and classifies incident types and service interruptions
• Records Incidents cataloguing them by symptom and resolution
• Acts under guidance to record and track reliability data for your services
• Delivering Customer Services through multiple channels including human, digital, self-service and automated

Education and Essential Experience:

• Candidate having good Service Now, excel and ppt knowledge, shall be preferred
• Basic ITIL and good communication Skills is necessary for the role
• Acting as a point of contact to support service users and identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support Problem Identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support

Key Enablers:

• Third Party Role (Team Lease payroll)
• Rotational Shifts
• 24*7 Support
• 6 days Working in a week
• Work from office Only. No WFH

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.