Service Desk Engineer

Role Description

The Service Desk Engineer will serve as the primary point of contact for users facing IT issues, providing 24/7 support. This role involves diagnosing and resolving technical problems, delivering prompt customer assistance, and ensuring adherence to service quality standards. The engineer will utilize various tools to manage tickets, document resolutions, and consistently strive to maintain high user satisfaction.

Key Skills & Competencies

        Open to work in 24*7 shift environment.

• Receive, log, categorize and manage technical requests from the users via telephone, email, or a helpdesk system.
• Monitoring alerts - Performance, health, and security of computing systems, networks, and services to ensure they operate efficiently and securely (Performance Monitoring, Health and Availability Monitoring, Security Monitoring, Network Monitoring, Application Monitoring, Log Analysis, Alerting and Notification).
• Provide first-level resolutions to customer issue and promptly escalate unresolved queries to the next level of support.
• Take ownership of severity incidents and service requests ensuring response time, resolution, coordination, and resolution with the appropriate business teams.
• Manage and log all service requests (SR) from users via various channels (phone, email, portal). Categorize and prioritize service requests based on predefined criteria as per defined SLAs.
• Provide first-line investigation and diagnosis. Resolve those issues upon first contact when possible or escalate to higher-level support when necessary.
• Ensuring all faults are progressed & cleared within SLA as per defined targets and CSAT.  
• Monitor the performance of IT services and contribute to reports on service desk performance and user satisfaction.
• Identify recurring problems and contribute to their resolution. Suggest improvements to the service desk process.

Key Skills and Competencies

        Familiar with working on Windows, Linux, Networking & Cloud technologies.

        Good command in Microsoft Excel and PowerPoint for reporting and presentations.

        Excellent English communication and customer handling skills.

        Proficiency in IT Service Management tools.

        Knowledge of ITIL practices and methodologies.

Experience

        4 Yrs. – 6 Yrs.

Qualifications

B. Tech (Electronics, IT, or CS) Preferred, BCA or MCA