Service Desk Engineer - Ticketing System

Job Description : - Document all interactions, resolutions, and troubleshooting steps in the ticketing system. - Create and maintain knowledge base articles to improve efficiency and reduce future support requests. - Perform basic Windows administration tasks (within defined scope). - Manage user accounts, including creation, modification, and deletion. - Manage file and folder permissions and access rights. - Assist with basic system maintenance tasks as directed. - Identify and escalate complex technical issues to higher-level support teams (e.g., Technical Support Specialists, Network Engineers). - Clearly communicate technical issues and their impact to relevant stakeholders. - Meet or exceed established service level agreements (SLAs) for response and resolution times. - Monitor and track key performance indicators (KPIs) related to support requests. - Ensure compliance with all IT policies and security procedures, including data protection and password management. - Adhere to established standards for documentation, configuration, and standard operating procedures. - Communicate effectively with users at all levels, providing clear and concise explanations. - Collaborate with other IT team members to resolve complex issues and improve support processes. - Proactively communicate system outages or planned maintenance to users. - Identify areas for improvement in support processes and procedures. - Participate in team meetings and training sessions to enhance technical skills and knowledge. Qualifications : - 3-8 years of experience in a Help Desk/Customer Service Desk environment. - Strong understanding of Windows operating systems and common applications. - Experience with troubleshooting basic network connectivity issues. - Excellent written and verbal communication skills. - Strong customer service orientation with a focus on user satisfaction. - Ability to work independently and as part of a team. - Strong problem-solving and analytical skills. - Excellent documentation and organizational skills. - ITIL or other relevant IT service management certifications (preferred). Technical Skills : - Proficiency in Microsoft Office Suite (Word, Excel, Outlook) - Experience with ticketing systems (e.g., ServiceNow, Jira) - Basic understanding of networking concepts (TCP/IP, DNS) - Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop) (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 1/6/2025