Desktop Support Engineer

3 weeks ago


Bangalore, Karnataka, India Creencia Technologies Pvt Ltd Full time

Salary INR 12 - 19LPA


Position : Service Desk Analyst Location: Bangalore

Reporting to : Global IT Manager, Service Desk Operations

Position Hardware and software support and installation

- Installation of operating system images to new computer equipment

- Collaborate with other IT groups for seeking resolution of reported issues

- Administration, creation, and configuration of accounts in Active Directory

- Manage New Employee On-Boarding and Off-Boarding IT activities/permissions/access

- Administration, creation, and configuration of ERP accounts

- Assign/remove antivirus tools

- Patch Management and Software Deployment

- Contact printer provider for printer support or request for printer toners

- Maintain IT Assets System and Software Inventory

- Provide high quality first level support and response to the end user

- Complete all task in a timely manner to meet given SLAs

- Provide updates to customer for their reported issues regularly, including ticket approvals

- Track tickets status and ensure they are getting attention from other IT groups in timely matter

- Incident/Change/Problem management

- Run monitoring reports for usage, performance, and availability

- Extensively research and document customer technical issues

- Collaborate with Technical Support team members to properly manage Stakeholder/customer inquiries and escalate when appropriate

- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence

- Position shall provide support globally

- Assign tickets to the respective level 3 support team when escalations are needed

- Provide other job duties requested by manager on an as needed :


- University Degree

- 7-8+ years' experience of working on a global help/service desk Level 1 (low level support) and higher support OR

- 4+ years' experience technical support level 2 and higher (troubleshooting/problem solving skill) and higher (admin rights) i.e. (Power shell Script, Advanced troubleshooting, advanced rights/access etc.)

Position requires skills in the following areas as appropriate:

- Experience in using helpdesk ticketing system

- Office 365 and SharePoint experience

- Automation for current IT processes, enhancing the current processes

- Good knowledge of ITIL based Incident/Change/Problem management

- Outstanding written and verbal communication skills in English, Bilingual preferred

- Strong skills and ability to troubleshoot issues quickly and find solutions to solving them independently in a timely manner

- Exhibit good general computer knowledge in hardware, software, Networking, Microsoft, and other applications

- Strong project management skills, including experience interacting with employees at every level of the organization

- Great knowledge of IT processes and willingness to constantly update knowledge

- Individual contributor, able to work independently

- Inbuilt ability to multi-task, working on more than one issue simultaneously

Seeks to clarify and confirm understanding if any instructions or terms are unfamiliar or

vague. Maintains confidentiality

(ref:hirist.tech)

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