Service Desk Engineer

Salary: $2,600 – $3,900 per month

Overall Purpose Of The Job

This position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported computer software, applications, and platforms.

Key Responsibilities

The scope of responsibilities includes the following:

• Serve as the fi rst point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk).

• Diagnose, troubleshoot, and resolve hardware, software, and network issues effi ciently.

• Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.

• Escalate unresolved issues to relevant next level support team (L2/L3)

• Ensure effective management of all incident priorities including Major Incidents, Priority 1,2,3 and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk .

• Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process

• Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards

• Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.

• Perform regular out of offi ce hours on call duties as per operational needs

• Oversee DSAT feedbacks and take corrective action

• Handle account provisioning across various system platforms (Active Directory, GSuite email account, Windows, Linux etc) for staff and generic accounts such as service accounts, admin account or FTP.

• Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.

• Provide reports upon stakeholder requests to list the active users or users associated with a specific application.

• Manage and process IT service requests, assist in projects including user profi ling setup, software installation, and system confi guration

• Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team

• Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.), and business stakeholders and ensure proper escalation to improve service delivery and user experience.

• Communicate effectively with end-users, keeping them informed of the status of incidents and requests.

Additional Notes:

This role requires the candidate to be able to work on shifts:

• There are 3 shifts : Morning (normal hours), Afternoon-to-Night, Night-to-Morning.

• Shifts will be rotated monthly, including working on weekends and public holidays, according to the team's scheduled roster.

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