Service Desk Engineer

☞ LTIMindtree

View: 104

Update day: 29-04-2024

Location: Bengaluru / Bangalore Karnataka

Category: IT - Software

Industry: IT Services IT Consulting

Position: Mid-Senior level

Job type: Full-time

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Job content

Job Description:

L1 Technical Support

• Handling all the Inbound calls, chat and emails in service desk

• Manage tickets that L1 engineers need assistance

• Handling Basic L1 queries from end users

• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures

• Diagnose and quickly resolve a wide range of Windows applications issues

• Good troubleshooting knowledge on internet and VPN issues

• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System

• Install, upgrade, support and troubleshoot for printers & related computer hardware.

• Knowledge of Citrix and VPN

• Customize & configure desktop hardware to meet specifications and business standards

• Email account administration, i.e., account creation and management and distribution lists on Office 365

• Robust queue management ability

• User account administration, i.e., account creation and management and password resets on Active Directory

• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries

• Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool

• Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications

• Good understanding of computer systems, mobile devices and other tech products

• Efficiently manage technical escalations

• Good knowledge on Incident Management

• Strong ability to quickly co-ordinate MIM tickets by engaging relevant resolver teams

• Provide On-Call support at times when required

Customer Focus

• Providing timely and accurate resolution of technical issues experienced by the Users.

• Excellent communication skills.

• Must be able to demonstrate a customer first approach to support

• Identify and escalate severe issues, which could cause production impact.

• Natural aptitude for trouble shooting & problem solving

• Have solid experience in a helpdesk or technical support environment

• Excellent skills on managing queues in service desk

Technical Skillset – Good to Know

• Active Directory

• Citrix

• O365

• Microsoft Windows

• Mobile Operating Systems (Android/iOS)

• SharePoint

• Knowledge of Laptop/Desktop/Tablet issues

• VPN Troubleshooting

• Mobile Device Management

• Excel Reporting (Good to have)

Required Background Experience

• Any Graduate

• 1-5 years in a service desk environment

• Hands on experience working in ITSM tools like Service Now, Remedy etc.

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Deadline: 13-06-2024

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