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Service Desk Engineer || Malad East || immediate joiner || Only Male
ConfidentialMumbai5 days ago
Job descriptionExperience working with ITSM tools (e.g., ServiceNow, JIRA, or similar ticketing platforms). Strong organizational skills and the ability to manage multiple tasks simultaneously. Good understanding of Service Level Agreements (SLAs) and how to track and meet them. Basic knowledge of IT hardware, including laptops, desktops, and peripherals. Excellent communication skills, with the ability to act as an effective liaison between engineers and end-users. Strong attention to detail and accuracy in logging tickets and preparing reports. Ability to prioritize tasks and manage time efficiently in a fast-paced environment. Team player with the ability to work independently when needed. Experience in an IT support, helpdesk, or service desk environment. Familiarity with ITIL frameworks or ITSM processes. Previous experience managing incident reports and SLA adherence.
Service Desk Engineer : -
- Key Responsibilities :
- Ticket Management : Use the IT Service Management (ITSM) tool to log, track, and manage incidents and service requests.
- SLA Management : Monitor and ensure that SLAs are met by tracking ticket progress and ensuring timely resolution by assigning tickets to the appropriate engineers.
- Bridge Communication : Act as the primary point of contact between the engineering team and end-users, providing updates, clarifying requirements, and resolving any issues related to incidents or requests.
- Ticket Assignment : Review incoming tickets and assign them to the appropriate support engineers based on priority and expertise.
- Incident Reporting : Prepare and generate incident reports, summarizing issues, resolutions, and any relevant details for ongoing monitoring or post-mortem analysis.
- Pack & Catch Support : Assist with the preparation, packaging, and labeling of IT hardware for deployment to end-users.
- Basic Troubleshooting : Assist with basic troubleshooting of IT devices and software in coordination with the engineering team when necessary.
- End-User Assistance : Support end-users by gathering relevant details for tickets and communicating necessary information to engineers for resolution.
- Documentation & Reporting : Maintain clear and organized documentation related to ticketing, inventory, and incident management to ensure transparency and accuracy.
Skills & Qualifications :
Preferred Experience :
Skills Required
It Service Desk, It Helpdesk
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Service Desk Engineer • Mumbai