Service Desk Specialist

Reporting to the MMC Shift Manager, you will be part of the Front End Days MMC Operations Level 2 team, supporting Mission Critical infrastructure for Ensono's clients. Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients' infrastructure.

The 2nd Line Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:
• Managing all requests logged into the Line2 queue
• Managing client communication on all tickets
• Conducting proactive and reactive incident, event and problem management
• Reducing the number of repeat issues through root cause analysis
• Building strong client relationships by becoming a point of contact for clients
• Working with internal departments to mitigate client concerns
• Providing escalation support for SD and L1 teams.

Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - 'Ensono University', you'll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.

Key Responsibilities

Primary Location City/State:

Chennai, IN, Tamil Nadu

Additional Locations (if applicable):