Job Title

Job Description ServiceDesk – Bengaluru Relevant Experience Bracket – Engineer (4-6y) And (2-4years) Work Hour Flexibility Coverage: 24 x 7. Flexibility to work in either morning / afternoon / night shift based on roster. End User Interaction Management: Responding to tickets (Service Now or other similar ITSM tool ) from Service Desk in a Time Bound Manner. Logging any direct queries / issues coming from end user (via of chat / email / phone ) in Service Now Tracking of all interactions with users and other support teams in ticketing system Process Knowledge Must understand ticketing environment (Service Now preferred) Basic understanding of “Time to Respond”, “Time to Resolve” and intermittent follow-ups on tickets and tracking Understanding of knowledge base and its importance Documenting new learning – technical or procedural Technical Skillsets: Must have full understanding and experience maintaining, managing, and monitoring end-user computing infrastructure, running Windows 10 and 11. Installing and configuring computer hardware, software, systems, networks, printers, and scanners (all remote) Knowledge of monitoring and maintaining computer systems and networks Repairing and replacing equipment or coordinating with external vendors Testing new end user technology whenever applicable Set-up / troubleshoot / configure as per documentation – telephony and conferencing tools Knowledge on Microsoft technologies such as Microsoft Active Directory, DNS, DHCP , Group Policy, VDI Exposure to usage and supporting of Citrix environment. Must have supported office utility applications (e.g. Word, Excel, Outlook, PowerPoint, Teams, WinZip, Web browsers, Zoom etc…). Exposure to setting up o365 user and configuring emails Basic Network troubleshooting and coordinating with specialized teams. Windows Patching Experience (SCCM preferred), & coordinating with Server teams Ability to support login issues in relation to Active Directory Ability and exposure to remote support tools Previous experience with automated and manual backing-up of end-user data Teamwork: A team player who can support fellow team members Willingness to fill-in for fellow team members when situation demands Keep fellow team members updated Ability to train new team members when situation arises Rapidly establish a good working relationship with clients Flexibility to adjust work hours to support critical requirements Ready to listen and accept feedback from colleagues and supervisor A sense of responsibility and being reliable towards a common shared goal