Role Description

The Service Desk Engineer will be the first point of contact for users who are experiencing IT issues. The role involves troubleshooting technical problems, providing timely customer support, and ensuring that service standards are met. The engineer will use various tools to manage tickets, document solutions, and maintain a high level of user satisfaction. This role also requires strong leadership skills, technical expertise, and a commitment to delivering excellent customer service.

Key Skills & Competencies

· Receive, log, and manage calls from users via telephone, email, or a helpdesk system. Troubleshoot and resolve hardware, software, and networking issues .

· Monitoring alerts and troubleshooting - Performance, health, and security of computing systems, networks, and services to ensure they operate efficiently and securely (Performance Monitoring, Health and Availability Monitoring, Security Monitoring, Network Monitoring, Application Monitoring, Log Analysis, Alerting and Notification). Taking ownership of faults and managing them in a logical and methodical manner ·

· Provide first-level contact and convey resolutions to customer issue and Properly escalate unresolved queries to the next level of support. Track, route, and redirect problems to the correct resources.

· Take ownership of high-severity incidents management, ensuring response time, resolution, coordination, and resolution with the appropriate IT and business teams.

· Manage and log all service requests (SR) from users via various channels (phone, email, portal). Categorize and prioritize service requests based on predefined criteria.

· Provide first-line investigation and diagnosis. Resolve those issues upon first contact when possible or escalate to higher-level support when necessary.

· Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate · Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress · Diagnosing and resolving problems to the customers satisfaction ·

· Maintain and develop own knowledge and skills to assist with first time fault resolution ·

· Identify and escalate repeat issues or service risks into service management teams ·

· Monitor the performance of IT services and contribute to reports on service desk performance and user satisfaction.

· Identify recurring problems and contribute to their resolution. Suggest improvements to the service desk process.

Technical Expertise

· Familiar with working on Windows, Linux & Cloud based technologies

· Basic knowledge working with Azure, AWS, IaaS, PaaS, Linux, Windows, VDI, Middleware, Application and Network

Experience

· 5 Yrs. – 9 Yrs.

Qualifications

B. Tech (Electronics, IT, or CS) Preferred, BCA or MCA

· Open to work in 24*7 Shift environment from client location.

· Familiarity with ITIL framework and best practices

· Should be good in Excel – Reports and Dashboard / data analysis, reporting, and automation.

· Excellent analytical and problem-solving skills.

· Ability to manage multiple projects simultaneously and meet deadlines.

· Lead, mentor, and develop the service desk team, including performance management and training.

· Implement best practices and standard operating procedures (SOPs) to enhance service delivery.

· Monitor and analyse service desk performance metrics, identifying trends and areas for improvement.

· Strong communication and interpersonal skills to interact with team members, management, and external partners.