Service Desk Engineer

Position : Service Desk Engineer
Experience: 1 -3 Years
Location: Hyderabad
Notice period: Immediate

Job Description

• Handle IT service requests/incidents through chat, email, and call
• Take ownership for the co-ordination, investigation, and documentation of customer requests, issues, and problems.
• Ensures that correct resolutions are discovered and involves appropriate parties in resolving problems when needed.
• Perform incident notification and escalation.
• Monitor the Alerts (Server, Application, Network and Security) via tickets and monitoring tool.
• Work in the shifts as per the roster to support 24x7 Service Desk Operations
• Resolve incidents and fulfill service requests via ticketing tool and meet the internal KPIs.
• Troubleshoot PC and internal application related issues that are in scope.
• Available to work during the weekend support when required as per the business requirement.
• Perform Admin routines on critical applications like Tenrox/Upland, Workday, Salesforce etc.
• Network Performance monitoring – utilization alerts for internet and MPLS
• Info security alerts – Monitoring threat mailbox
• Monitoring various alerts like low space, hardware with respect to network & infrastructure, and assigning tickets to respective teams.
• Creation of DL’s, modify members of a DL.
• Printer Configuration & Troubleshooting
• Solving Out of Domain and Trust Relationship error issues
• Installing TOAD/PROJECT/VISIO/Office 365
• Tenrox – timesheet reopen/close, account suspension, browser related issues.
• Troubleshooting outlook issues
• Guest WIFI account creation
• Co-ordinating with vendors on support for network & infrastructure
• Perform timely follow up on incidents to ensure customer satisfaction.
• Develops and maintains product knowledge, business, and professional skills by participating in on-the-job and other training courses.
• Actively participates in preventive maintenance, by documenting common problems and scripts for customer support.
• Develops and maintains knowledge of Incident Management Tool, Knowledgebase and of the Service Desk procedures and business environment.
• Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
• Work independently and always maintains a high degree of professional conduct. Adhere to organizational Core Values.
• Develop and maintain technical skills and understanding of the Service Desk. 24*7 Coverage Shift Rotation

What we are looking for:
• Bachelor’s degree and minimum 1-2 years of experience in end user issues handling
• Strong command over language

• Good Understanding of technical jargons & analytical skills
• Should have the ability to understand and successfully resolve problems using knowledge base tools and techniques.
• Able to maintain a methodical and logical approach to problem solving even when under pressure.
• Basic knowledge of supporting Microsoft Office applications.
• Basic knowledge of supporting Active Directory, VPN