SERVICE DESK ENGINEER - L1

Job Description :

UK Shift: 2 PM- 11:30 PM IST

Tech stack:

Office 365

ITSM Tool

Azure

Windows / EUC Devices

Requirements:

1. Bachelor's degree in computer sciences or engineering, or an associated degree is preferred

2. Knowledge on any of the ITSM Platform (Ticketing system)

3. Knowledge on ITIL Service Framework

4. 1-2 years of Service desk, support experience with problem-solving involving hardware, applications, software, and networks.

5. Acting as a first point of contact for end users.

6. Identifying and diagnosing issues and problems.

7. Categorizing and recording queries

8. Advising users on the appropriate course of action.

9. Monitoring issues from start to resolution.

10. Escalating unresolved problems to a higher level of support, if needed.

11. Managing incidents and requests through the service management tool

12. Provide support for a wide range and constantly evolving applications, software & hardware

13. Maintaining governance standards across all IT service management processes

14. Use the Incident Management System to document and manage problems and work requests

and their respective resolutions and circumventions.

15. Responds to telephone calls, email, instant messages, and assigned tickets from users.

16. Assign work orders/incidents to appropriate support teams and follow up until closure.

17. Respond to, and diagnose, problems through discussions with users, including problem

recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote

desktop support and perform other activities based on SOPs.

18. Perform user account management activities.

19. Strong analytical and problem-solving skills

20. Strong customer service skills

21. Previous hands-on experience

22. Ability to troubleshoot user level related network issues

23. Is a good communicator and team player

24. Flexible and adaptable

25. Detailed knowledge of MAC and Windows operating system

26. Experience with Windows 10, Office, printers

27. Manage and drive third parties to the quick resolution of incidents

28. Use Escalation matrix appropriately to get an appropriate level of focus from technical teams

and management

29. ITIL v2/3/4 Foundations certification would be an added advantage

30. Flexibility to work on rotational shifts