Service Desk Engineer

Job Description

Role & responsibilities As a Service desk Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via telephone, chat, email or walk-ins Identify and escalate tickets requiring urgent attention and action Log all contacts and document all the activities and results accurately and completely within the incident management tool Deal with and resolve helpdesk requests Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles Open to working in a 24x7 environment with rotating shifts and rotating weeks off Preferred candidate profile Excellent communications skills (verbal and written) Knowledge on ITIL Framework and Terminologies Knowledge on Windows, Mac operating systems & VDI environments Demonstrated problem solving capabilities Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays Self-motivated achiever who gains satisfaction from providing excellent customer service Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN, and technologies/Active Directory/BSOD/VDI /OS365 Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc.. Perks and benefits Transport Facility Shift Allowances