Service Desk Engineer
1 week ago
Job Description
Exp : 4 to 5 years
Mandatory / Must Have:
- Strong Written and Verbal communication Skills.
- Well Versed with ITIL knowledge, Incident & Service Desk Management best practices.
- Hands-on knowledge in working with AD, O365, IAM tools, Software installations & patchings.
- Creation of knowledge base / SOP documents.
- Hands-on experience with any ITIL management tools like Service Now, SolarWinds ticketing tool.
- Experience in handling Voice, Chat & email support.
- Flexible to work in Night Shifts.
- Should be working from office (no hybrid)
Nice to have:
- ITIL V3/4 certification
- Experience in creating dashboards & reports.
- Experience in Jira / Confluence or any other documentation tools.
- Experience in Major Incident Management (MIM)
Roles and Responsibilities:
- As a Service Desk Agent, record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible.
- Need to be proficient in AD, O365, IAM user role management, Software installations/patches & user on-boardings.
- Able to handle Phone, Chat & email Support.
- Knowledge base management
- Should be able to create SOP documents.
- Good interpersonal skills to understand user requirements.
- Keep users informed about their Incidents' status at agreed intervals.
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, etc.)
- Provide first-line investigation and diagnosis of Service Requests
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
- Own the Incidents and Service Requests throughout the lifecycle.
- Should be able to work on reports shared to higher management.
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