Senior Service Desk Engineer

Neurones IT Asia

IT / Software Development & Related

102+ Applicants

Posted: 9 months ago

4-8 years

Karnataka

Work from Office

Posted: 9 months ago

Applicants: 102+

Job Description

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Job Description

We are seeking a Senior Service Desk Technician for one of our clients. As a Senior Service Desk Technician, you will be responsible for providing advanced-level technical support to end-users through various channels such as phone, email, and in-person interactions. Your duties will include assessing and qualifying requests, diagnosing and troubleshooting hardware, software, and network issues, as well as assisting with the installation, configuration, and maintenance of computer systems and peripherals. You will also be expected to process and execute demands following existing procedures, record and document incidents/service requests using the ticketing system, and ensure timely resolution of incidents in accordance with service level agreements (SLAs).

In this role, you will be required to escalate critical issues to senior technicians or other appropriate teams when necessary, provide adapted responses to user demands and needs, and evaluate the knowledge and level of autonomy of users to adjust your responses accordingly. Effective communication with users to understand their technical issues and provide clear instructions and solutions is essential. Following up with users to ensure that issues are resolved to their satisfaction is also a key aspect of the role.
As a Senior Service Desk Technician, you will play a role in the team's skills development and knowledge management by sharing your knowledge with the rest of the team, participating in the integration of newcomers or junior technicians, and contributing to the capitalization of knowledge by writing knowledge sheets, technical notes, or procedures. Additionally, you will be expected to participate in the optimization of the service by providing suggestions on the organization, procedures, and processes.

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The ideal candidate for this position should have a minimum of 4-5 years of experience in a technical support or service desk role, with proven experience in resolving complex technical issues and providing mentorship to junior staff. An in-depth understanding of computer hardware, software, and networking concepts, as well as proficiency with Windows and/or Mac operating systems, is required. Knowledge of common office software applications such as the Microsoft Office Suite and experience with ITSM tools and ticketing systems, such as ServiceNow or others, are also necessary.
In addition to technical skills, soft skills are essential for this role. Strong problem-solving and analytical skills, excellent verbal and written communication skills, a customer-oriented and patient demeanor, leadership abilities, and a collaborative team player are all qualities that we are looking for in the ideal candidate. Certifications such as ITIL Foundation or other relevant certifications would be a plus.,

Skills

ManagementKnowledge ManagementSoftware TroubleshootingMaintenanceService DeskWindowsITSM ToolsHardware TroubleshootingTicketing SystemsNetwork TroubleshootingMicrosoft Office SuiteInstallationConfigurationTechnical SupportMac Operating Systems

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Important dates & deadlines?

Application Deadline

23 Oct 25, 04:07 PM IST

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