Service Desk Engineer

2 days ago

Bengaluru, Karnataka, India Akana Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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.

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