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Service Desk Engineer
2 weeks ago
Service Desk Engineer (Windows)
Experience : 2-4 Years
Location: Pune
Mode : Work from Office
Shift : Rotational Shift
The Service Desk Engineer will be responsible for providing first-line support for end-users with a focus on Windows and Mac devices. This role involves troubleshooting hardware and software issues, providing customer service, and maintaining systems to ensure the effective operation of IT services. The ideal candidate should have strong technical skills and be adept at supporting both Windows and macOS environments.
Key Responsibilities:
Technical Support:
Provide front-line technical support to end-users via phone, email, or ticketing system.
- Troubleshoot and resolve issues related to operating systems (Windows and macOS), software applications, and hardware.
- Install, configure, and maintain software and hardware for end-users.
- Set up and configure Windows and Mac devices, including user profiles, permissions, and applications.
Incident Management:
- Respond to service requests and incidents promptly, ensuring a high level of customer satisfaction.
- Prioritize and resolve technical issues based on severity and impact on users.
- Document incidents and solutions in the ticketing system, ensuring accurate tracking.
- Hardware/Software Troubleshooting:
- Diagnose and resolve hardware issues such as printer, monitor, and peripheral problems.
- Troubleshoot operating system issues, including performance, connectivity, and security issues.
- Work with vendors for hardware replacements or warranty support if required.
User Support and Training:
- Provide user training on software and system usage, including OS-level and application-specific support.
- Assist with onboarding and offboarding of users, ensuring devices and software are properly set up or removed.
System Maintenance and Updates:
- Ensure that all devices are up-to-date with the latest patches, updates, and security configurations.
- Monitor and report on system health, providing recommendations for system improvements.
Collaboration and Escalation:
- Work closely with other IT teams to resolve complex issues or escalate tickets as needed.
- Assist with IT projects, such as system upgrades or migrations.
