Service Desk Engineer-Service Support

Position:

Role Requirement

Provide support on the first line of the Global Shared Service Desk & Monitoring to multiple external customers, assisting users with hardware, application, and software problems via phone, Self Services, email, and chat. within the time specified by the agreed service levels.

Mandatory Skills

1. Working knowledge of Operating Systems (Windows 10 & Windows 11), MS Office, Outlook, MS Teams, Azure AD, on-prem Active Directory, M365, Defender, VPN, ServiceNow, internally used applications, etc.
2. Excellent communication skills (written & verbal)
3. Knowledge of the ITIL framework and practices.
4. Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to the appropriate technical teams.
5. Categorize and record reported queries and provide solutions.
6. Monitor issues from the start till resolution.
7. Escalate, if needed, unresolved problems to a higher level of support
8. Ability to work under pressure and manage tight deadlines or unexpected changes in expectations or requirements, with a proven track record of operational process change and improvement.
9. Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS Teams.

1. handle calls, Emails, Chats, incidents, and Requests on the ticketing and monitoring tool, taking necessary details, and ensuring the call is dealt with.

2. Log details of all incidents: alerts/events and problems utilizing standard reporting methods.

3. Provide first-line fixes, utilize relevant procedures, or escalate problems.

4. Use the supplied checklists and ensure that the problems highlighted are followed up on.

5. Maintain procedures that are compliant with ITIL, the company s quality management system.

6. Knowledge of computers, IT infrastructure, Printers, MS Office products, networks, servers, etc. , and their components.

7. Escalate tickets to L2 and L3 as appropriate and follow up for the resolution.

8. Experience in handling international (European & US, and Asia Pacific Geographics) clients.
9. Tracking and documenting any changes made to the KB article and creating of KB article.
10. Handling checks and reports that should be sent to clients.
11. Ability to work a flexible schedule outside of typical business hours.
12. Will be responsible for Incident Review in ServiceNow using defined quality criteria for all P1 and P2 Incidents
13. Ensure that the incident management documentation process is being performed at a high level of quality.
14. Generate reports on an ad-hoc or recurring basis using incident data from ServiceNow
15. Responsible for identifying potential problems and trends of repetitive Incidents.

Any Stream Graduate