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Service Desk Engineer

Service Desk Engineer

AscendionBengaluru, Karnataka, India
3 days 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