SERVICE DESK ENGINEER – L1

SERVICE DESK ENGINEER – L1

Job Description

UK Shift: 2 PM- 11:30 PM IST

Tech Stack

Office 365

ITSM Tool

Azure

Windows / EUC Devices

Requirements

• Bachelor’s degree in computer sciences or engineering, or an associated degree is preferred
• Knowledge on any of the ITSM Platform (Ticketing system)
• Knowledge on ITIL Service Framework
• 1-2 years of Service desk, support experience with problem-solving involving hardware, applications, software, and networks.
• Acting as a first point of contact for end users.
• Identifying and diagnosing issues and problems.
• Categorizing and recording queries
• Advising users on the appropriate course of action.
• Monitoring issues from start to resolution.
• Escalating unresolved problems to a higher level of support, if needed.
• Managing incidents and requests through the service management tool
• Provide support for a wide range and constantly evolving applications, software & hardware
• Maintaining governance standards across all IT service management processes
• Use the Incident Management System to document and manage problems and work requests

and their respective resolutions and circumventions.

• Responds to telephone calls, email, instant messages, and assigned tickets from users.
• Assign work orders/incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem

recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote

desktop support and perform other activities based on SOPs.

• Perform user account management activities.
• Strong analytical and problem-solving skills
• Strong customer service skills
• Previous hands-on experience
• Ability to troubleshoot user level related network issues
• Is a good communicator and team player
• Flexible and adaptable
• Detailed knowledge of MAC and Windows operating system
• Experience with Windows 10, Office, printers
• Manage and drive third parties to the quick resolution of incidents
• Use Escalation matrix appropriately to get an appropriate level of focus from technical teams

and management

• ITIL v2/3/4 Foundations certification would be an added advantage
• Flexibility to work on rotational shifts