Service deck engineer L2 support

As a service desk engineer you will be responsible installing, supporting, upgrading & resolving any issue within the company PC/ Laptop/ Printers.

Key Responsibilities:

• Attend to service tickets. Log/troubleshoot and provision the solution using customer provided knowledge base
• Transfer or dispatch to next level of support. Daily communication/interaction via email/ticket/phone
• Adhere to customer set process and policies
• Adhere to HP/Customer set quality standards & SLAs
• Provide quality service & resolve concerns efficiently & professionally.
• Serve as the first contact with customers who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques & SOPs
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Redirect unresolved issues to the next level of support personnel.
• Provide needed information on IT products or services
• KEDB - Keep record of problems/known errors and their resolution
• Provide feedback on processes and make recommendations on areas to improve

Skills Required:

• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Problem-solving and critical thinking abilities.
• Knowledge of relevant industry regulations and best practices (e.g., ITIL for IT requestmanagement).
• Ability to work collaboratively in a team with 24/7 work environment.
• Proficiency in using request management tools or ticketing systems.
• Should have good Customer Handling Skills and able to handle issues on Call or Chat.
• Should have an understanding of applications such as Remedy, ServiceNow, Bomgar,LogMeIn etc.

Technical Skills

• Windows & MAC troubleshooting
• Active Directory (Basic)
• Basic Networking (LAN/WiFi)
• Win NT/2000
• MS Office 2007, 2010. O365
• OS - Win7, Win 10, MAC
• Outlook 2007, 2010, 2016
• Office Libre
• PC/Laptop/Printers (Installation and Troubleshooting)
• Fixing non-compliant machines missing critical security applications and latest updates

Qualifications & Experience:

• Any Graduate/Diploma
• Minimum 1 Year of relevant service desk experience