Service Desk Engineer

About Us

Established in the year 2000 in the US, we have global offices in the US, India, UK, Australia, Mexico, Vietnam, and Canada, with best-in-class infrastructure and development facilities spread across the globe. We are an end-to-end solution provider in Banking & Financial Services, Telecom, Healthcare, Manufacturing & Energy verticals and have successfully delivered $1 billion worth of projects for more than 20 Fortune 500 companies.

Position Name

Service Desk Analyst-L2

Experience

3-5years

Location

Bangalore

Shift Timings

24x7 rotational shift

Job Description

Proven experience as a Service Desk Analyst or in a similar technical support role, preferably in Global Environment (3 / 4 years of experience).

Excellent verbal and written communication skills with email etiquette and customer service skills

Hands-on experience in handling end-user calls, Incidents/service requests, and application Break/ fix

Hands-on Experience on VDI, AD, O365, VPN, OneDrive, User Device Management & Authentication issues

Hands-on experience on latest RDP tools like Bomgar & Ticketing tools (ITSM, SNOW).

Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures

Ability to handle critical incidents with a sense of urgency and quality to create a positive customer service experience and increase customer engagement. Must be flexible to work in rotational shift and rotational week offs

CompetenciesAdvanced Security Change Management Infrastructure Monitoring Problem Management Service Level Management Technical Mentoring COMMUNICATION SKILLS INTERPERSONAL SKILLS JOB KNOWLEDGE PLANNING SKILLS Key Skills

1. VDI, AD, O365, VPN, OneDrive, User Device Management & Authentication issues

2. RDP tools like Bomgar & Ticketing tools (ITSM, SNOW).

Soft Skills

Communication

Qualification

Any Bachelors's Degree

Certifications

ITIL Preferred

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