Service Desk Engineer

Exp :

Mandatory / Must Have:

• Strong Written and Verbal communication Skills.
• Well Versed with ITIL knowledge, Incident & Service Desk Management best practices.
• Hands-on knowledge in working with AD, O365, IAM tools, Software installations & patchings.
• Creation of knowledge base / SOP documents.
• Hands-on experience with any ITIL management tools like Service Now, SolarWinds ticketing tool.
• Experience in handling Voice, Chat & email support.
• Flexible to work in Night Shifts.
• Should be working from office (no hybrid)

Nice to have:

• ITIL V3/4 certification
• Experience in creating dashboards & reports.
• Experience in Jira / Confluence or any other documentation tools.
• Experience in Major Incident Management (MIM)

Roles and Responsibilities:

• As a Service Desk Agent, record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible.
• Need to be proficient in AD, O365, IAM user role management, Software installations/patches & user on-boardings.
• Able to handle Phone, Chat & email Support.
• Knowledge base management
• Should be able to create SOP documents.
• Good interpersonal skills to understand user requirements.
• Keep users informed about their Incidents’ status at agreed intervals.
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, etc.)
• Provide first-line investigation and diagnosis of Service Requests
• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
• Own the Incidents and Service Requests throughout the lifecycle.
• Should be able to work on reports shared to higher management.