Service Desk Engineer

Skills:

• Ticketing Systems, ServiceNow, ITIL Processes, banking application, Network Troubleshooting, Active Directory, SLA Management, CompTIA Network+,
• 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