Service Desk Engineer

2 weeks ago

Gurugram Hyderabad, India GSPANN Full time ₹ 2,00,000 - ₹ 6,00,000 per year

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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