Job Title : Service Desk Engineer

Experience : 3 to 5 years

Certification : ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud/Technology related certificates

Responsibilities :

·        Receive IT support requests via various support channels such as email, phone and Teams and log them in the ticketing system

·        Logging, Handling and Resolving the tickets in ticketing system.

·        Handle L1 tickets, troubleshoot and diagnose IT problems, identify root causes, and implement solutions with low MTTR

·        Responding in a timely manner to technical issues and requests with high quality to meet Response SLA.

·        Installing and configuring computer hardware, software, systems, networks, printers and scanners for end users

·        User access management

·        Analyze, diagnose and troubleshoot issues and malfunctions with hardware and software.

·        Excellent problem-solving and analytical skills

·        The ability to break down technological processes and deliver clear, step-by-step instructions to users.

·        Provide professional support to VIP users.

·        Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices

·        Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency

·        Work with the team to provide high quality IT services to the users.

·        Manage tickets as ITIL process efficiently as per defined SLA

Routing tickets in ITSM tool for efficient ticket management and timely resolution 

Mandatory :

·        Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.

·        Basic networking experience

·        Comprehensive experience in OS systems.

·        Proven experience in ticketing systems – BMC Remedy and Manage Engine ITSM preferred

ITIL V3 Foundation certified