Service Desk Engineer || Malad East || immediate joiner || Only Male

Service Desk Engineer:-

• Key Responsibilities:
• Ticket Management: Use the IT Service Management (ITSM) tool to log, track, and manage incidents and service requests.
• SLA Management: Monitor and ensure that SLAs are met by tracking ticket progress and ensuring timely resolution by assigning tickets to the appropriate engineers.
• Bridge Communication: Act as the primary point of contact between the engineering team and end-users, providing updates, clarifying requirements, and resolving any issues related to incidents or requests.
• Ticket Assignment: Review incoming tickets and assign them to the appropriate support engineers based on priority and expertise.
• Incident Reporting: Prepare and generate incident reports, summarizing issues, resolutions, and any relevant details for ongoing monitoring or post-mortem analysis.
• Pack & Catch Support: Assist with the preparation, packaging, and labeling of IT hardware for deployment to end-users.
• Basic Troubleshooting: Assist with basic troubleshooting of IT devices and software in coordination with the engineering team when necessary.
• End-User Assistance: Support end-users by gathering relevant details for tickets and communicating necessary information to engineers for resolution.
• Documentation & Reporting: Maintain clear and organized documentation related to ticketing, inventory, and incident management to ensure transparency and accuracy.

Skills & Qualifications:

• Experience working with ITSM tools (e.g., ServiceNow, JIRA, or similar ticketing platforms).
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Good understanding of Service Level Agreements (SLAs) and how to track and meet them.
• Basic knowledge of IT hardware, including laptops, desktops, and peripherals.
• Excellent communication skills, with the ability to act as an effective liaison between engineers and end-users.
• Strong attention to detail and accuracy in logging tickets and preparing reports.
• Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
• Team player with the ability to work independently when needed.

Preferred Experience:

• Experience in an IT support, helpdesk, or service desk environment.
• Familiarity with ITIL frameworks or ITSM processes.
• Previous experience managing incident reports and SLA adherence.