Service Desk Junior Engineer-Service Support

• Handling calls, Emails, Chats, and Incidents on the ticketing tool, taking necessary details, and ensuring the call is dealt with
• Log details of all incidents and problems utilizing standard reporting methods.
• Provide first-line fixes, utilize relevant procedures, or escalate problems.
• Use supplied checklists and ensure that problems highlighted are followed up.
• Maintain procedures compliant with ITIL, the company s quality management system
• Log all calls in the Service Desk Call Logging system
• Strong Knowledge of Computer, IT infrastructure, Printers, Ms-office products and networks, and their components
• Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
• Experience in handling international clients.

Mandatory Skills :

• Strong working knowledge of Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
• Excellent communication skills (written verbal)
• Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Advise users on the appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements with a proven track record of operational process change and improvement.
• Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams.