Service Desk Engineer

Roles & Responsibilities

Key Responsibilities

• Handle incoming calls, tickets, and chat messages from users.
• Ensure user queries or issues are captured, validated, and triaged for further processing.
• Provide support with technical queries via phone/remote.
• Identify, investigate, and diagnose issues.
• Follow the Incident Lifecycle as defined by our processes.
• Create and maintain KB articles for issues.
• Timely ticket logging, prioritizing, escalation to resolver groups, progress updates till
resolution.
• Resolution of tickets within provided and agreed SLA.
• Escalate the incident to the next line of support based on agreed process.
• Flexible 24/7 support and rotational shifts.
• Adherence to Service Desk policies and procedures..

Key Requirements

• Minimum of 2 years’ experience handling L1 technical service desk.
• IT systems knowledge (Teams, Outlook, Wi-Fi, O365, Active Directory, Hardware, and software
related troubleshooting).
• Experience troubleshooting desktops/laptops.
• Ability to comprehend end user queries from all geo locations.
• Good interpersonal, communication and listening skills.
• Strong customer service orientation required.
• Outstanding analytical and problem-solving abilities.
• Excellent time management and organizational skills.
• Ability to remain calm and courteous while interacting with users.
• Any ITIL certification.