Service Desk Technician

4 days ago

Electronic City Bengaluru Karnataka, India Semperfi Solution Full time

ork experience : 5 - 7 yrs

Shift : 24/7 Shift

Work Location : Bangalore Ecity ( Work from Office )

No of position : 10

**Job Description: Global IT Service Desk Engineer**

**Key Responsibilities**:

- Provide smart hand support whenever possible or coordinate with appropriate personnel for assistance.
- Perform troubleshooting using diagnostic techniques and relevant questions to resolve customer issues.
- Install and troubleshoot Desktop/Laptop Operating Systems and resolve hardware issues.
- Manage user onboarding and offboarding processes, including account setup and deactivation.
- Manage data backups for all users.
- Handle escalated issues and route them to the appropriate next level for assistance.
- Coordinate with vendors for hardware repairs, replacements, and procurement as needed.
- Determine the best solution based on the details provided by customers and guide them through the problem-solving process.
- Escalate unresolved issues to higher-level support personnel.
- Provide accurate information on IT products and services.
- Record events, problems, and their resolutions in logs.
- Follow up and update customer status and information regularly.
- Pass on any customer feedback or suggestions to the relevant internal teams.
- Identify and suggest possible improvements in procedures.

**Qualifications**:

- Bachelor's degree in computer science, Information Technology, or a related field.
- ITIL qualification is preferable but not essential. MCP certification is desirable.
- Experience with ServiceNow, ManageEngine, or other ITSM tools is desirable.
- Strong knowledge of Active Directory, DHCP, DNS, Windows Server concepts, and Microsoft 365 (including SharePoint, Teams, OneDrive, and Exchange).
- Proven experience as a help desk technician or in a customer support role (5-7 years of experience required).
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve technical issues effectively.
- Proficiency in English with excellent verbal and written communication skills.
- Strong customer-oriented mindset and problem-solving skills.
- Must be willing to work in 24x7 environment, primarily during UK and US business hours

Note **:We are looking for Immediate joiners only.**

**Good communication as it’s client facing role**

**Job Types**: Full-time, Permanent

Pay: From ₹1,200,000.00 per year

**Education**:

- Bachelor's (preferred)

**Experience**:

- SERVICES DESK tECHNICIAN: 7 years (required)
- ServiceNow: 2 years (required)

License/Certification:

- MCP (required)

Work Location: In person

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