Workplace Engineering Track Engineer

Service Desk JD Workplace Track Engineer

1. Graduate with Minimum 3+ years of experience in service Desk

2. Excellent communication and conversation skills in English

3. Excellent in Voice call support

4. Good Knowledge of Incident, Change and Problem Management

5. Manage Service Desk activities, including Owning overall responsibility for Incident and Service Request process

handling on the Service Desk

6. Liaise with the Service Manager

7. Help with the development and issuance of Service Desk Operational Reports

8. Liaise with the designated Change lead as requested.

9. Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc.

10. Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure

Operations Team members based on the ticket severity and priority.

11. Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the

unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.

12. Analyze the ticket trend and provide reports with improvement actions, create basic documents and

knowledgebase articles.

13. Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the

Quality Lead on the ticket.

14. Use Remote Desktop to assist the end users as required.

15. Good Knowledge on O365 products.

16. Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard

procedure

17. Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.

18. Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory,

Business applications, O365 and email related issues

19. Monitor the Incident and Task Management queue and update the incident and Task management system with

all the relevant information relating to an incident.

20. Proactive problem management is an added advantage.

21. Good Knowledge and proven skills in Vendor Management

22. Good Knowledge on ServiceNow ITSM tool

Soft Skills

1. Should possess excellent customer handling skills

2. Ability to handle unforeseen situations

3. High level of acceptance and understanding in dealing with end users and situations

4. Adapt Flexible working hours

Certifications

Candidate to be ITIL certificate