Service Desk Engineer

Role & responsibilities

We are seeking Service Desk Analyst to join our team in India. The primary responsibility of the Analyst will be to provide efficient and reliable remote support to our Global Customer base. You will be the first point of contact for technical issues and will play a crucial role in resolving incidents and ensuring customer satisfaction.

Responsibilities:

• Being part of the team to address Incidents and Service Requests reported by users of 24/7 - 365 Days work environment.
• Provide L1 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Chat, & Offline tickets.
• Create/ update end-user guides, ServiceDesk Knowledge Base Articles, Work Instructions and SOPs.
• Making recommendations to optimize IT performance and to prevent future problems.
• Meeting the SLAs.

Required Skills:

• Proven experience as a Service Desk Analyst or in a similar technical support role, preferably in Global Environment (3 / 4 years of experience).
• Excellent verbal and written communication skills with email etiquette and customer service skills.
• Hands-on experience in handling end-user calls, Incidents/service requests, and application Break/ fix.
• Hands-on Experience on VDI, AD, O365, VPN, OneDrive, User Device Management & Authentication issues.
• Good typing skills.
• Hands-on experience on latest RDP tools like Bomgar & Ticketing tools (ITSM, SNOW).
• Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
• Ability to handle critical incidents with a sense of urgency and quality to create a positive customer service experience and increase customer engagement.
• Must be flexible to work in rotational shift and rotational week offs.