Service Desk Engineer

Skills :

Ticketing Systems, ServiceNow, ITIL Processes, banking application, Network Troubleshooting, Active Directory, SLA Management, CompTIA Network+,

Job Title : Service Desk Engineer

Experience : 3 to 5 years

Certification : ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud / Technology related certificates

Responsibilities

Receive IT support requests via various support channels such as email, phone and Teams and log them in the ticketing system

Logging, Handling and Resolving the tickets in ticketing system.

Handle L1 tickets, troubleshoot and diagnose IT problems, identify root causes, and implement solutions with low MTTR

Responding in a timely manner to technical issues and requests with high quality to meet Response SLA.

Installing and configuring computer hardware, software, systems, networks, printers and scanners for end users

User access management

Analyze, diagnose and troubleshoot issues and malfunctions with hardware and software.

Excellent problem-solving and analytical skills

The ability to break down technological processes and deliver clear, step-by-step instructions to users.

Provide professional support to VIP users.

Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices

Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency

Work with the team to provide high quality IT services to the users.

Manage tickets as ITIL process efficiently as per defined SLA

Routing tickets in ITSM tool for efficient ticket management and timely resolution

Mandatory

Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.

Basic networking experience

Comprehensive experience in OS systems.

Proven experience in ticketing systems BMC Remedy and Manage Engine ITSM preferred

ITIL V3 Foundation certified

Skills Required

Servicenow, Bmc Remedy, Itil Processes, ticketing systems , Active Directory, Network Troubleshooting, Sla Management