Service Desk & Deskside Engineer

Key Responsibilities:

Incident Management: Proficient in logging, triaging, and resolving incidents, service requests, and problems in ITSM tools, ensuring adherence to SLAs.
Ticket Management: Skillful in tracking and monitoring tickets, assigning them to relevant teams, and ensuring timely resolution within SLAs.
Documentation: Strong documentation skills to maintain technical documentation, process documents, ticket status updates, and knowledge base articles.
Technical Skills: Knowledgeable in troubleshooting desktop applications, network issues, printer problems, Active Directory, O365, and email-related issues.
O365 Products: Proficient in Microsoft Office 365 products, including configuration and troubleshooting.
Remote Assistance: Ability to provide remote assistance to end-users using Remote Desktop tools, resolving technical issues efficiently.
Vendor Management: Experience and skills in vendor management, coordinating with external vendors for issue resolution and service delivery.
ITSM Tool: Proficient in using ZOHO ITSM tool for incident management and service request execution.
Customer Handling: Excellent customer handling skills, with a focus on delivering high-quality service and support to end-users.
Adaptability: Ability to handle unforeseen situations and adapt quickly to changing environments or user needs.
Acceptance and Understanding: High level of acceptance and understanding in dealing with end-users, their queries, and various situations that may arise.

Essential Skills:

ITIL Certification: Candidate to be ITIL certified, demonstrating proficiency in IT Service Management practices.
Experience: Minimum of 3 years of experience in Service Desk operations, providing support to end-users in a corporate environment.
Communication Skills: Excellent communication and conversation skills in English with a Versant Score of 70 or equivalent, enabling effective interaction with end-users.
ITSM Knowledge: Good understanding of Incident, Change, and Problem Management processes, with the ability to effectively manage Service Desk activities.
 

Essential Qualifications:

Bachelor's degree in a computer-related field or equivalent work experience.