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Service Desk Engineer
3 months ago
Job Description:-
Handling all the Inbound calls chat and emails in service desk
Handling Basic L1 queries from end users
Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures
Diagnose and quickly resolve a wide range of Windows applications issues
Good troubleshooting knowledge on internet and VPN issues
When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System
Install upgrade support and troubleshoot for printers related computer hardware
Knowledge of Citrix and VPN
Customize configure desktop hardware to meet specifications and business standards
Email account administration ie account creation and management and distribution lists on Office 365
User account administration ie account creation and management and password resets on Active Directory
Familiarize end users on basic software hardware and peripheral device operation and solve basic queries
Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
Configuring iPadiPhonesAndroid for the users to enable them check emails and be connected on the go
Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications
Good understanding of computer systems mobile devices and other tech products
Customer Focus
Providing timely and accurate resolution of technical issues experienced by the Users
Excellent communication skills
Must be able to demonstrate a customer first approach to support
Identify and escalate severe issues which could cause production impact
Natural aptitude for trouble shooting problem solving
Have solid experience in a helpdesk or technical support environment
Technical Skillset Need to Know
Good knowledge of Active Directory
Citrix
O365
Microsoft Windows
Mobile Operating Systems AndroidiOS
Antivirus
SharePoint
Knowledge of LaptopDesktopTablet issues
VPN Troubleshooting
Mobile Device Management
