Service Desk Engineer

Allied Digital is well renowned as a leading Global IT Transformation Architect, with an impeccable track record for designing, developing, deploying, and delivering end-to-end IT Infrastructure services.

Company Website Link: allieddigital.net

ESSENTIAL DUTIES AND RESPONSIBILITIES

• IT Support relating to technical issues involving Microsofts core business applications and operating systems.
• Ticket assignment and managing ticket workflows (Incident, Service requests, Problem Ticket & Change management etc)
• Should have knowledge of SLA, priorities and difference among all priority categories.
• Must have the ability to prioritize the work according to the prescribed SLA of the tickets.
• Acknowledging user queries/concerns and provide them satisfactory solutions and information.
• Support services for Microsoft related technologies: Windows workstations, Server, Exchange, Outlook, SharePoint, O365 etc.
• Implement and support disaster recovery solutions.
• Technical services and support at the Desktop level: WAN and LAN connectivity, Aware about routers, firewalls, Switches, Servers, printers functionalities and security compliance & violations.
• Remote access solution implementation and support: desktop hardware , software, printers, VPN and Active Directory Services.
• Provide all technical assistance through remote support and close tickets with user confirmation within the prescribed SLA.
• Ticket documentation maintenance and review.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Desktop/laptop deployments and configurations.
• Improve customer service, perception, and satisfaction.
• Perform related duties as assigned by supervisor/RM.
• Maintain compliance with all company policies and procedures.
• Need to take regular follow-ups with all cross functional teams till closer.
• Ability to arrange core team meetings to bring all functional teams on same platform in order to investigate and resolve the major issues in soonest possible time.
• Ready to work between 7am to 11pm rotational shifts with 6 days working environment.

Best Regards,

Mansi Hajarnis