Service Desk Engineer

Job Description Service Desk L1 Engineer

The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails

• L1 Technical Support
• 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 issueproblem 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 ie account creation and management and distribution lists on Office 365
• Robust queue management ability
• User account administration ie 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
• Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams
• Provide OnCall support at times when required
• Customer Focus
• Providing timely and accurate resolution of technical issues experienced by the Users
• Excellent communication skills
• Must be able to demonstrate a customer first approach to support
• Identify and escalate severe issues which could cause production impact
• Natural aptitude for trouble shooting problem solving
• Have solid experience in a helpdesk or technical support environment
• Excellent skills on managing queues in service desk

Technical Skillset Good to Know