L1 Service Desk Engineer

Description

Key Responsibilities Operations :

• Provide 24/7/365 L1 support for end-users across multiple global locations.
• Provide onsite support for India, Americas & Europe.
• Handle incidents, service requests, and queries via multiple channels : Phone, Email, Chat and Service Portal.
• Log, categorise, and prioritise tickets using the Symphony AI Summit ITSM tool.
  

Incident Management

• Troubleshoot and resolve Level 1 incidents, including but not limited to :
• Password resets
• Printer and peripheral issues
• Software installations and updates
• Email and collaboration tools
• Network connectivity
• Operating System issues, support for OS builds, configurations, and upgrades.
• Mobile & iPad Support
• Escalate unresolved issues to Level 2/3 support teams as per the escalation matrix.
  

Request Fulfilment

Knowledge Management :

• Fulfil standard service requests, including :
• Access provisioning and de-provisioning
• Distribution of approved software
• Asset assignments, update HAM and tracking.
• Create, Maintain and update a centralised knowledge base with step-by-step resolutions for recurring issues.
  

Reporting And Metrics

• Provide detailed weekly and monthly performance reports covering :
• Ticket volume and resolution times
• SLA adherence
• Customer satisfaction (CSAT) scores
• Root cause analysis (RCA) for major incidents.
  

User Training And Communication

• Provide onboarding training to users on ServiceDesk processes and self-help options.
• Disseminate critical IT service-related communications (i.e. planned downtime notifications).
  

Additional Responsibilities

• Collaborate with in-house IT teams and third-party vendors.
• Conduct regular reviews to improve ServiceDesk processes.
• Support business continuity plans during disaster recovery scenarios
  

Required Qualifications

• Educational Background :
• Degree qualified in a relevant field (i.e. Computer Science, Information Technology).
  

Technical Skills

• Demonstrable skills in MS Office (Word, Excel, PowerPoint, and Access).
• Good understanding of the technical structure of the Service Desk and the tools used.
• ITIL certification or equivalent understanding of ITIL best practices.
  

Preferred Skills And Experience

• Communication Skills :
• Excellent verbal, listening, and interpersonal skills.
• Strong organisational, prioritisation, communication, and presentation skills.
  

Experience

• Previous experience in a similar role.
• Experience with Service Desk ticketing tools.
  

Other Skills

• Ability to remain professional in challenging situations.
• Strong analytical and troubleshooting skills.
• Good ITIL understanding for process improvement.
• Security clearance and health and safety awareness