As a service desk engineer you will be responsible installing, supporting, upgrading & resolving any issue within the company PC/ Laptop/ Printers.
Key Responsibilities:
- Attend to service tickets. Log/troubleshoot and provision the solution using customer provided knowledge base
- Transfer or dispatch to next level of support. Daily communication/interaction via email/ticket/phone
- Adhere to customer set process and policies
- Adhere to HP/Customer set quality standards & SLAs
- Provide quality service & resolve concerns efficiently & professionally.
- Serve as the first contact with customers who need technical assistance via the phone or email
- Perform troubleshooting using different diagnostic techniques & SOPs
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Redirect unresolved issues to the next level of support personnel.
- Provide needed information on IT products or services
- KEDB - Keep record of problems/known errors and their resolution
- Provide feedback on processes and make recommendations on areas to improve
Skills Required:
- Strong organizational and multitasking skills.
- Excellent communication and interpersonal skills.
- Problem-solving and critical thinking abilities.
- Knowledge of relevant industry regulations and best practices (e.g., ITIL for IT requestmanagement).
- Ability to work collaboratively in a team with 24/7 work environment.
- Proficiency in using request management tools or ticketing systems.
- Should have good Customer Handling Skills and able to handle issues on Call or Chat.
- Should have an understanding of applications such as Remedy, ServiceNow, Bomgar,LogMeIn etc.
Technical Skills
- Windows & MAC troubleshooting
- Active Directory (Basic)
- Basic Networking (LAN/WiFi)
- Win NT/2000
- MS Office 2007, 2010. O365
- OS - Win7, Win 10, MAC
- Outlook 2007, 2010, 2016
- Office Libre
- PC/Laptop/Printers (Installation and Troubleshooting)
- Fixing non-compliant machines missing critical security applications and latest updates
Qualifications & Experience:
- Any Graduate/Diploma
- Minimum 1 Year of relevant service desk experience
