Service Desk Engineer

Role Overview: You will be an IT Service Desk Engineer at Zelis India, responsible for providing technical support and assistance to end users within the organization. Your role will involve troubleshooting and resolving hardware, software, and network issues, maintaining system performance, and ensuring timely resolution of IT service requests and incidents. The ideal candidate will possess strong technical skills, excellent customer service abilities, and the capacity to efficiently handle multiple tasks. Key Responsibilities: - Technical Support: - Provide first and second-line support for hardware, software, and network issues. - Diagnose and resolve technical issues related to desktops, laptops, printers, and other peripherals. - Assist users with software installations, upgrades, and troubleshooting. - Incident Management: - Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool. - Prioritize and escalate incidents as needed to ensure timely resolution. - Document all troubleshooting steps and solutions in the ITSM tool. - Customer Service: - Respond to user inquiries and issues in a courteous and professional manner. - Provide clear and concise communication with end-users to understand their technical issues. - Ensure high levels of customer satisfaction by providing timely and effective solutions. - System Maintenance: - Perform routine maintenance and updates on IT systems and equipment. - Monitor system performance and security, addressing vulnerabilities or issues. - Assist with backups, disaster recovery planning, and data restoration efforts. - Knowledge Management: - Create and maintain technical documentation, including user guides and FAQs. - Contribute to the knowledge base by documenting new issues and solutions. - Share technical knowledge and best practices with team members. - Continuous Improvement: - Identify and suggest improvements to IT processes and workflows. - Stay up-to-date with the latest technology trends and advancements. - Participate in training and development opportunities to enhance technical skills. Qualifications: - Education: - Bachelor's degree in information technology, Computer Science, or a related field preferred. - Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are advantageous. - Experience: - 5+ years of experience in a technical support or service desk role. - Proven experience troubleshooting hardware, software, and network issues. - Skills: - Strong knowledge of Windows and Mac operating systems. - Familiarity with network technologies (e.g., TCP/IP, DNS, DHCP, AD). - Proficiency in using ITSM tools and remote support software. - Excellent problem-solving and analytical skills. - Strong verbal and written communication skills. - Ability to work independently and as part of a team. Note: The job description does not contain any additional details about the company.,