Service Desk Engineer
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Description
Role : Service Desk
Location : Gurugram
Mode of work : 5 Days Onsite
Responsibilities
- Respond quickly to all service requests and incidents.
- Manage incidents and service requests reported over the phone, employee self-service tickets or in few cases e-mails:
- Recording, classifying and maintaining the integrity of data within the incident and service request recording system, Service-Now.
- Online diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as required.
- Assessing the impact and risk of incidents and timely escalation.
- Handling customer queries and resolving incidents which are within the scope of service desk using remote access software.
- Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
- Provide basic user administration support i.e. network password re-sets, application password reset .
- Manage IT requests submitted by customers initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request and communication to customers.
- Relay information updates on IT service disruptions / outages to customers.
- Provide management information and reports on IT service trends.
- Constantly work towards technical skills enhancement and always work as a team player.
Technical
- Knowledge of Windows 11 OS, and virtual desktop interface.
- Familiar with Outlook 365, Exchange, SharePoint and other Microsoft applications.
- Working knowledge of Intranet and Internet applications.
- Knowledge of AS400 Client Access
- Citrix ICA client experience
- ITIL foundation certificate (added advantage, not mandatory).
- Knowledge of Cloud Computing, Office 365
- Knowledge of NexThink
- Knowledge on Co-pilot
Business / Interpersonal Skills
- Good listening skills
- Complaint management skills
- Flexible to work in shifts to cover multiple time zones.
- Fluent in English with excellent verbal and written communication skills.
- Proven commercial aptitude with good customer service skills
- Ability to multi-task, prioritise workload and work under pressure.
- Ability to adapt to continuously changing procedures and environment.
- Organised with good attention to detail.
- A positive can do will do’ attitude is essential.
- Team player with strong inter-personal skills.