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Service Desk Engineer

2 - 5 years

0 Lacs

Posted:8 hours ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Position Overview

Service Desk Engineer

Key Responsibilities

  • Provide first-line support for IT incidents and service requests via ticketing tools.
  • Manage and resolve incidents in a timely manner, ensuring minimal disruption to services.
  • Communicate effectively with clients to understand their issues and provide appropriate solutions.
  • Monitor and track service requests, ensuring they are completed within agreed SLAs.
  • Collaborate with other IT teams to escalate and resolve complex issues.
  • Document all interactions and resolutions in the ITSM tool for future reference.
  • Assist in the development and implementation of ITIL processes and best practices.
  • Provide remote support to users, ensuring a high level of customer satisfaction.
  • Participate in training and development programs to enhance skills and knowledge.

Qualifications

The ideal candidate will possess the following qualifications:

  • 2 to 5 years of experience in an IT helpdesk or service desk role.
  • Strong communication skills, both verbal and written.
  • Proficiency in incident management and service request management.
  • Experience with ticketing tools and ITSM frameworks.
  • Familiarity with ITIL principles and practices.
  • Ability to work effectively in a rotating schedule and on-site environment.
  • Strong problem-solving skills and a customer-oriented mindset.

If you are a motivated individual looking to advance your career in IT support, we encourage you to apply for this exciting opportunity. Join us in delivering exceptional service and support to our clients!

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