Service Desk Engineer

Job Title: ServiceDesk Engineer / SD Analyst

Experience: 4 – 8 Years

Location: Hyderabad, India.

OSI Digital

Responsibilities

• Deliver effective user experience and satisfaction by providing first-level support services on an assigned shift for 24/7 - 365 Days.
• Provide L1 and L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, RDP, TeamViewer, and MS Teams.
• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Making recommendations to optimize IT performance and to prevent future problems.
• Candidate should be ready to work from office.
  

Requirements

• Excellent verbal and written communication skills with email etiquette and customer service skills.
• Minimum 3 years of experience in handling international customers IT ServiceDesk support.
• Handling business user calls, Incidents/service requests, application installations and break fixes.
• Experience working on VDI, AD management, O365 and end user device management is required.
• Hands on experience to handle VPN, Network drives, MS Suite, and OneDrive authentication issues.
• Good experience on latest RDP tools (TV, LogMeIn, Bomgar) and Ticketing tools (ITSM, SNOW, JIRA)
• Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
  

We Are Not Looking For Someone Who Is

• Never worked on international customers call and technical support.
• Never worked on end user computing issues, onboarding & offboarding on Active Directory.
• Never worked on business users’ application issue like VPN, MS Suite, OneDrive, MFA, Printers.