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Service Desk Engineer
2 weeks ago
Immediate to 30 days Joiners Only
Location -Bangalore
US Time shift
Mandatory: International Voice Support experience
- 3 4 years experience In customer service or a help desk environment; interest in IT field a plus.
- Handle Tier 1 help desk escalations through the companys internal ticketing system.
- Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications.
- Perform basic windows administration such as password resets and file and folder administration.
- Basic internet connection troubleshooting.
- Escalates more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.
- Follow up on outstanding requests and ensure timely resolution.
- Fully document all troubleshooting steps and create knowledgebase articles of resolutions.
- Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures.
- Follow the established standards for documenting tickets, configurations, and standard operating procedures
- Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.
- Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.
- Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
- Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments.
