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Service Desk Engineer

AscendionBengaluru, Karnataka, India

12 hours ago

Job description

Job Description ServiceDesk – Bengaluru

Relevant Experience Bracket – Engineer (4-6y) And (2-4years)

Work Hour Flexibility
Coverage : 24 x 7.
Flexibility to work in either morning / afternoon / night shift based on roster.

End User Interaction Management :

Responding to tickets ( Service Now or other similar ITSM tool ) from Service Desk in a Time Bound Manner.

Logging any direct queries / issues coming from end user (via of chat / email / phone ) in Service Now

Tracking of all interactions with users and other support teams in ticketing system

Process Knowledge

Must understand ticketing environment (Service Now preferred)

Basic understanding of “Time to Respond”, “Time to Resolve” and intermittent follow-ups on tickets and tracking

Understanding of knowledge base and its importance

Documenting new learning – technical or procedural

Technical Skillsets :

Must have full understanding and experience maintaining, managing, and monitoring end-user computing infrastructure, running Windows 10 and 11.

Installing and configuring computer hardware, software, systems, networks, printers, and scanners (all remote)

Knowledge of monitoring and maintaining computer systems and networks

Repairing and replacing equipment or coordinating with external vendors

Testing new end user technology whenever applicable

Set-up / troubleshoot / configure as per documentation – telephony and conferencing tools

Knowledge on Microsoft technologies such as Microsoft Active Directory, DNS, DHCP , Group Policy, VDI

Exposure to usage and supporting of Citrix environment.

Must have supported office utility applications (e.g. Word, Excel, Outlook, PowerPoint, Teams, WinZip, Web browsers, Zoom etc…).

Exposure to setting up o365 user and configuring emails

Basic Network troubleshooting and coordinating with specialized teams.

Windows Patching Experience (SCCM preferred), & coordinating with Server teams

Ability to support login issues in relation to Active Directory

Ability and exposure to remote support tools

Previous experience with automated and manual backing-up of end-user data

Teamwork :

A team player who can support fellow team members

Willingness to fill-in for fellow team members when situation demands

Keep fellow team members updated

Ability to train new team members when situation arises

Rapidly establish a good working relationship with clients

Flexibility to adjust work hours to support critical requirements

Ready to listen and accept feedback from colleagues and supervisor

A sense of responsibility and being reliable towards a common shared goal

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Service Desk Engineer • Bengaluru, Karnataka, India

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