Job Description:
We are looking for a Service Desk Engineer (L1) to provide 24x7 global support to end users across multiple locations. The candidate will handle incidents and service requests through multiple support channels while ensuring SLA adherence and high customer satisfaction.
Key Responsibilities:
Service Desk Operations:
- Provide 24x7/365 L1 support to end-users across global locations.
- Provide onsite support for India, Americas & Europe.
- Handle incidents, service requests, and user queries via Phone, Email, Chat, and Service Portal.
- Log, categorize, and prioritize tickets using Symphony AI Summit ITSM Tool.
Incident Management:
- Troubleshoot and resolve Level 1 issues including:
- Password resets
- Printer and peripheral issues
- Software installations and updates
- Email and collaboration tools
- Network connectivity issues
- Hardware troubleshooting and OEM coordination
- Operating System issues, builds, configuration, and upgrades
- Mobile & iPad support
- Escalate unresolved issues to L2/L3 teams as per escalation matrix.
Request Fulfilment:
- Handle standard service requests including:
- Access provisioning and de-provisioning
- Software distribution
- Asset assignment, HAM updates, and tracking
Knowledge Management:
- Create, maintain, and update knowledge base articles with step-by-step resolutions for recurring issues.
Reporting & Metrics:
- Prepare weekly and monthly reports for:
- Ticket volumes
- Resolution time
- SLA adherence
- CSAT scores
- Root Cause Analysis for major incidents
- Identify opportunities for automation and process improvement.
User Training & Communication:
- Provide onboarding training on Service Desk processes and self-help options.
- Share critical IT communications such as planned downtime notifications.
Additional Responsibilities:
- Collaborate with in-house IT teams and third-party vendors.
- Support disaster recovery and business continuity activities.
- Participate in continuous Service Desk process improvement.
Required Qualifications:
Education:
- Graduate in Computer Science, Information Technology, or equivalent.
Technical Skills:
- MS Office (Word, Excel, PowerPoint, Access)
- Understanding of Service Desk structure and tools
- ITIL framework knowledge
Preferred Skills & Experience:
Communication Skills:
- Excellent verbal, listening, and interpersonal skills
- Strong organisational, prioritisation, and presentation skills
Experience:
- Previous experience in a Service Desk or similar support role
- Experience with Service Desk ticketing tools
Other Skills:
- Ability to handle challenging situations professionally
- Strong analytical and troubleshooting skills
- ITIL-based process understanding
- Security and health & safety awareness
