Service Desk Engineer

7 days ago

Bengaluru, India BETSOL Full time
Job Description

Description: 

Join our dynamic IT Service Desk team, providing frontline support for end users across devices, access, and applications. You’ll resolve tickets related to hardware/software, onboarding/offboarding, and asset management, ensuring a seamless IT experience for PRA Group employees. 

Responsibilities: 

  • Answers the Service Desk line in a courteous, friendly, and helpful manner in accordance with management standards; verifies proper queue coverage before leaving their phone; and answers mobile in accordance with IT standards 
  • Addresses, documents, and works Incidents assigned to Service Desk Team or Self in the Service Desk Management application 
  • Ensures Work Stoppage and VIP Incidents are properly submitted into the Service Desk Management application 
  • Submit a Service Desk report to Supervisors at the end of each week 
  • Escalates Incidents in a proper manner, including Critical Incident Management 
  • Use any free time not needed to fulfill the above duties to do self-training to develop knowledge and skills and serve as a Mentor to Peers in areas of expertise (Subject Matter Expert) 
  • Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility 
  • Troubleshoot Microsoft Windows, Office, Outlook and PC hardware issues. 
  • Submit weekly Service Desk reports to supervisors. 

Qualifications

Qualifications: 

  • Bachelor's degree in IT or related field required 
  • Work experience with Active Directory Users and Computers in an Enterprise environment, and a good understanding of Network structure 
  • Experience working with remote domain users and Virtual Private Networking is equally important 
  • The applicant must have experience working and troubleshooting Microsoft Office suites, Microsoft Outlook for email, and Microsoft Windows 7 to 11.  
  • You should possess effective communication, time-management, and interpersonal skills 
  • Experience troubleshooting and replacing PC hardware in a large office or enterprise environment 


Additional Information

Shift timings: - 7AM-6PM EST (4:30:00 PM - 3:30 AM IST)

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