Service Desk Engineer

Job Description

Overview PM Group is a leading International engineering, architecture, project and construction management firm. With a network of offices in Europe, Asia and the US and a multi-discipline team of 3,800 people, we deliver complex, capital projects in the life sciences, food and beverages, mission critical/ICT, advanced manufacturing, energy and environmental sectors. We are currently recruiting II Help Desk Associate / Analyst at our Bangalore office. Responsibilities ESSENTIAL JOB FUNCTIONS : Helpdesk support Analyst will provide technical and troubleshooting assistance remotely, related to computer hardware and software, Mobile devices and other tech tools and products. Candidate who good in English communication and be able to translate their technical knowledge into actionable direction. Should be able to support end user and use remote administration tool. Create a positive customer support experience and build strong relationships thru deep problem understanding Ensuring timely resolution or escalation, communicating promptly on progress and handing customers with a professional attitude Identify research and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases. Works with members of the desktop/network teams and other workgroups within the organization on projects and initiatives as needed. Ability to manage Active Directory users, groups, and computer accounts. Ability to perform desktop and laptop builds and rebuild from OS, networking and application installations. Strong commitment to end user support. Qualifications Demonstrates ability and desire to learn corporate, division and location-specific applications, technology, and terminology Proven ability to learn support processes and techniques Prior experience supporting users in use of application software in a friendly and professional manner Competency in MS Office Suite Strong problem-solving skills Must be able to function in a team atmosphere Must be dependable and have ability to adapt to a continuously changing environment Strong interpersonal, oral and written communication skills Desired Education And/or Experience 3 to 6 years’ work experience Technical degree Hands on experience and knowledge of the following: MS Office Suite, Office 365 Windows Operating systems Basic: Citrix and VDI concepts (Basic) Basic networking knowledge and protocols (IP addressing, DNS, DHCP) IE, Firefox and Chrome Remote access - VPN (Basic) Install and support of PC hardware and peripherals Basic - Smartphones and hand held tablets Interpreting logging scripts (cmd, vbs, kix PowerShell) Active Directory.(User creation) Why PM Group? As an employee-owned company, we are inclusive, committed and driven. Corporate Responsibility and Sustainability are the heart of our new 2025 business strategy. Inclusion and Diversity are core to our culture and values. Wherever we work, we commit to a culture of mutual respect and belonging by building a truly inclusive workplace rich in diverse people, talents.