Technical Support Engineer, Service Desk

Department:              Information Technology

Position:                     Technical Support Engineer, Service Desk

Reports to:                 Manager Service Desk

Shift:                           Rotational (24/7) mostly Night Shift

 

Summary:

 

The primary aim of the Service Desk is to provide a single point of contact between the services being provided and the users. Service Desk manages incidents and service requests and handles communication with the users. Service Desk employees execute the first line incident management, access management and request fulfilment processes.

Responsibilities:

 

• Logging all relevant incident/service request details, allocating categorization and prioritization codes
• Providing first-line investigation and diagnosis through all channels (telephony, email and chat)
• Resolving incidents/service requests when first contacted whenever possible
• Escalating incidents/service requests that they cannot resolve within agreed SLA
• Keeping users informed of progress on the issues or Ticket
• Closing all resolved incidents, requests and other calls
• Meet all the SLA set by the management/Team, provide On-call support on weekends
• Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• Ownership of incident throughout their lifecycles leads to higher customer confidence in the service
• Improved staff utilization and higher commitment to quality
• Identify the scope of correcting the current SOP and creating the new SOP
• Need to provide coverage when ever required for the team, need to be flexible with Shifts and mostly night shift.
• Take initiatives and work project pro actively. Understand the new technology and IT concepts
• Provided seamless customer services to all our users.

 

 

 

 

 

Knowledge/Skills/Abilities:

 

• Knowledge in providing technical support
• Knowledge in Active Directory, Sharepoint, RDS terminal servers and SCCM
• Proficient in MS Office Suite O365, and Windows 10
• Proficient on Apple, Android and Windows mobile devices
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Ready to work in 24*7 environment.
• Provide On call support during Weekends

 

 

Education and Experience:

 

• Bachelor Degree (B.COM/B.SC/B.Tech) is required
• Degree focus in technology or business preferred
• 5+ relevant Exp is preferred