Service Desk
Virtusa
Lead Software Engineer
This position is responsible for handling calls, emails and monitoring alerts to ensure on-going, continual, excellent customer service whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific. Essential Job Duties and Responsibilities.
Work as part of a 24-hour support team covering a 24X7X365 rotating shift pattern.
Provide first level support by handling incoming telephone calls and emails with a high degree of customer satisfaction.
Monitor and respond to monitoring alerts globally in a timely manner using Cubic's ticketing system.
Administer the Service Desk system, ensuring all incidents are entered, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status.
Follow up on outstanding incidents within the SLA's as required.