Service Desk Engineer/ Help Desk Engineer

Role & responsibilities

• Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process
• Follow-up/ update ticket for every call to ensure timely closure
• Call ownership, drive to resolution and communication with customer
• Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey
• Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers
• Proactive monitoring & Perform documented Escalation process
• Troubleshooting on Application Support (Off Shelf or Customized)
• MFDs Troubleshooting on Printers &
• Troubleshooting on VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote-Control tools
• Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking
• Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
• Interaction with internal and external stakeholders
• Keep Users regularly updated with Alerts advising of any new or changed information
• Be willing to take on additional responsibilities and learning opportunities as they come up

Preferred candidate profile

• Windows & Macintosh Operating systems Troubleshooting
• Experience with Active Directory, Azure, Office365, VPN, MFA, RDP
• Experience with remote tools - LMI and BeyondTrust
• Experience with ServiceNow
• Hands on experience in troubleshooting Printers and Multi-Function Devices (MFD)
• 2+ years of technical support experience with an IT Service Desk or Application Support
• Excellent customer management and service skills; interpersonal skills; analytical and problem-solving skills
• Excellent written, oral and verbal communication skills in English