Service Desk Engineer

• 1. IT Desktop Support Technician to be part of a global team and works on installs, moves, adds, and changes as required for end user devices pertaining to Pune office.
• 2. Provide Desktop Support (Windows / Mac) – Providing hardware, software, network, and endpoint security tool support (Zscaler, Entra, etc.) for end user Windows and Mac devices
• 3. Ticket Management / Escalations (Incident & Request) – Provide global Service Desk queue management expertise, leveraging strong ITSM process knowledge.
• 4. AD and Exchange Provisioning – Maintains users, groups, and DLs
• 5. File and Print Server Management – Provisioning and troubleshooting
• 6. Hardware and Software Deployment – Desktop and laptop imaging and software deployment, in addition to collaboration room support.
• 7. Mobile Device Support – Managing end user Apple, Android, and other mobile devices used for official purpose.
• 8. Endpoint Systems - Management of modern workplace end devices through management tools of Forcepoint(O365, Intune, JAMF)
• 9. IT Solutions - Recommending and participating in implementing new solutions to improve Service Desk environment through Self Service and automation.
• 10. Be a single point of contact for Desktop & Laptop issues at Pune office.
• 11. Resolve, attempt to resolve using SOP’s or escalate to next level, re-route to next level of resolver for resolution.
• 12. Escalate as needed and as per the Escalation Procedure
• 13. Update end users through any one of the methods like call, chat, email or ticket updates on the status of the ticket.
• 14. Maintain the SOP's and ensure documents are added to the repository after FORCEPOINT review when new issues are identified.
• 15. Reporting: Number of laptops serviced & provisioned monthly, incident and service request handled.

16. Hardware Inventory Management: Responsible for managing and updating end point hardware inventory for Pune office location leveraging asset management tool provided by Forcepoint Jira Service Management (JSM) asset management module and JSM asset discovery tool.

17. Provisioning laptop and desktop for new hires, take possession of the laptop of employees who are leaving.