Service Desk Engineer

Roles and Responsibilities :

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users.
• Resolve or Route incidents and requests to appropriate teams
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
• Work closely with helpdesk peers in cross-training, development / implementation of operational excellence procedures and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Troubleshooting mobile devices (knowledge of AirWatch / Mobile Iron / Blackberry / Good for Enterprise is a plus)
• Willing to work in different shifts and national holidays as required by Operations.
• Experience in Helpdesk Support / IT Support
• Experience in handling ticketing tools like ServiceNow, Jira,

Required Skills :

Skills Required

Ms Office Suite, Servicenow, Jira