Service Desk Engineer

Relevant Experience Bracket – Engineer (4-6y) And (2-4years)

• Work Hour Flexibility
• Coverage: 24 x 7.
• Flexibility to work in either morning / afternoon / night shift based on roster.

End User Interaction Management:

• Responding to tickets (

  Service Now or other similar ITSM tool

  ) from Service Desk in a Time Bound Manner.
• Logging any direct queries / issues coming from end user

  (via of chat / email / phone

  ) in Service Now
• Tracking of all interactions with users and other support teams in ticketing system

Process Knowledge

• Must understand ticketing environment

  (Service Now preferred)
• Basic understanding of “Time to Respond”, “Time to Resolve” and intermittent follow-ups on tickets and tracking
• Understanding of knowledge base and its importance
• Documenting new learning – technical or procedural

Technical Skillsets:

• Must have full understanding and experience maintaining, managing, and monitoring end-user computing infrastructure, running Windows 10 and 11.

• Installing and configuring computer hardware, software, systems, networks, printers, and scanners

  (all remote)
• Knowledge of monitoring and maintaining computer systems and networks
• Repairing and replacing equipment or coordinating with external vendors
• Testing new end user technology whenever applicable
• Set-up / troubleshoot / configure as per documentation – telephony and conferencing tools
• Knowledge on Microsoft technologies such as

  Microsoft Active Directory, DNS, DHCP

  , Group Policy, VDI
• Exposure to usage and supporting of Citrix environment.
• Must have supported office utility applications (e.g. Word, Excel, Outlook, PowerPoint, Teams, WinZip, Web browsers, Zoom etc…).
• Exposure to setting up o365 user and configuring emails
• Basic Network troubleshooting and coordinating with specialized teams.
• Windows Patching Experience (SCCM preferred), & coordinating with Server teams
• Ability to support login issues in relation to Active Directory
• Ability and exposure to remote support tools
• Previous experience with automated and manual backing-up of end-user data

Teamwork:

• A team player who can support fellow team members
• Willingness to fill-in for fellow team members when situation demands
• Keep fellow team members updated
• Ability to train new team members when situation arises
• Rapidly establish a good working relationship with clients
• Flexibility to adjust work hours to support critical requirements
• Ready to listen and accept feedback from colleagues and supervisor
• A sense of responsibility and being reliable towards a common shared goal