service desk engineer

Role- service desk engineer
Location - Hyderabad
Experience - 1 to 3 years

Job description of service desk engineer

The resource must be excellent in English Communication written and spoken Handling all the Inbound calls, chat, and emails in service desk.

Manage tickets that L1 engineers need assistance.

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 issue problem 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, i.e., account creation and management and distribution lists on Office 365 Robust queue management ability User account administration, i.e., 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 Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications Good understanding of computer systems, mobile devices and other tech products Efficiently manage technical escalations Good knowledge on Incident Management