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Service Desk Engineer
Neurones IT AsiaBengaluru, Karnataka, India12 days ago
Job descriptionBasic understanding of computer hardware, software, and networking concepts with Max 2 years experience Familiarity with Windows and / or Mac operating systems Knowledge of common office software applications (e.g., Microsoft Office Suite) Strong problem-solving and analytical skills Excellent verbal and written communication skills Customer-oriented with a friendly and patient demeanor Certifications : ITIL Foundation or other relevant certifications are a plus
We are looking for a Service Desk Technician for one of our clients. Your job scope is as follows :
- Provide first-level technical support to end-users via phone, email, and in-person
- Assess and qualify the request
- Diagnose and troubleshoot hardware, software, and network issues
- Assist with the installation, configuration, and maintenance of computer systems and peripherals
- Process and execute demands / resolve incidents following existing procedures
- Record, track, and document incidents / service requests using the ticketing system
- Ensure timely resolution of incidents in accordance with service level agreements (SLAs)
- Escalate complex issues to senior technicians or other appropriate teams when necessary
- Provide adapted response to user demand and needs
- Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly
- Communicate effectively with users to understand their technical issues and provide clear instructions and solutions
- Follow up with users to ensure issues are resolved to their satisfaction
Skills and Requirements
Soft Skills
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Service Desk Engineer • Bengaluru, Karnataka, India