Service Desk Engineer

2 days ago

Chennai, India Mindsprint Full time

Service Desk Engineering

Job Description & Skills Required:

  • Have technical expertise on the IT Service desk through chat, email, and voice.
  • Professional Communication with end users required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Remote L1 support by troubleshooting all Desktop/laptop/Application related issues and pertinent queries
  • Closing tickets within the agreed SLA
  • Language skills: Fluent English (written and verbal)
  • Ability to understand the business objectives
  • ITIL Certification. Strong Knowledge especially on Service Desk, Incident, Problem, and Change Management
  • Experience working with ServiceNow or any other ticketing tool
  • Reviewing pending tickets and follow up till closure
  • Ability to multi-task and adapt to changes quickly
  • Flexible to work in 24/7 rotational shift
  • Having Good Analytical skill and problem-solving skill
  • Troubleshooting experience with the following:
  • Windows Operating systems
  • Active Directory
  • O365 Suite Applications
  • VPN (Pulse Secure, AnyConnect Etc)
  • SAP
  • VDI
  • Knowledge on endpoint management suites like SCCM, Desktop Central)
  • Application troubleshooting

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