Service Desk Engineer

Shift - Rotational Shift (Morning, Afternoon, Evening)

Job Description:

Position Overview: The service desk engineer is primarily responsible for managing tickets, incidents, and service requests, as well as user communication. The concerned professional will rely on various IT service management (ITSM) tools to get the work done. Will be required to thoroughly understand the criticality of the business objectives and action the required tasks with utmost priority. The service desk engineer will play a vital role in ensuring IT uptime and availability.

Roles And Responsibilities:

• Overall 2+ years of experience

• First call resolution (FCR) is a critical part of the job role

• Understanding of ITIL framework which includes incident, service request, queries and problem management are very critical

• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

• Provides hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users

• Responsible for the technology infrastructure of the organization which provides IT services such as personal computer, network and servers, Physical & virtual architecture, WIFI, CCTVs, storage, email and Internet access, mobile personal devices connectivity, telephony, data integrity including backups, helpdesk to support the business in meeting its objectives

• Deep knowledge on infrastructure technologies with hands on skills including technologies related to Microsoft Windows, Office365, Microsoft Share point, IP Telephony, Collaboration tools, etc.

• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's

• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

• Escalate complex problem to appropriate support specialists

• Troubleshoot client software and basic network connectivity problems

• Identify, evaluate, and prioritize customer problems and complaints

• Participate in on-going training and departmental development

• Routine maintenance updates with other IT staff and business units

Qualifications/Requirements:

• Disciplined, systematic problem-solving skills required

• Graduate in any discipline with hardware and networking certification

• Preferred ITIL certified (Foundation)

• Hands-on work experience with the following:

• Windows Operating systems

• Servers: Windows 2000, Windows 2003, Windows 2008,

• Knowledge of Active Directory, Exchange 2003/2007

• Remote desktop connectivity applications knowledge

• MS Office Suite (O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

• Internet browsers (e.g., Explorer, Chrome, Firefox)

• VPN and remote dial-in users

• Support for laptop, desktops, and printers

• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Competencies & Behavior:

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Able to handle unforeseen situations

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone

• Personal dedication to providing high quality, superior service at all times.

• Ability to finish what is started is a must

• Ability to integrate as a cross-functional team player in a fast-paced environment where all information is shared

• Ability to learn new information quickly and the willingness to do so at all times.

• Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week

• Customer Focus

• Teamwork

• Technical Expertise

• Interpersonal Effectiveness