Service Desk Engineer
Roles & responsibilities
ServiceDesk is a role that works closely with the Line data Users to ensure effective and efficient delivery of all IT support. It also has three mediums via which the user can reach us Call support, Email and Self-service portal. The Service desk Agent is expected to show case efficient handling ability of the customers and maintain good technical support all the time.
ServiceDesk have 2 types of ticket reporting Incidents and Service request and the agent will be responsible as an individual contributor and at times agent must also steps up and take responsibility for the smooth operations. Agent must also be available to support in peak periods, crisis, and emergency sick off’s
The ServiceDesk Agent must therefore have excellent time management skills and should be able to prioritize the work properly.
1. Good technical knowledge to handle L1 Support – Providing remote assistance to resolve issues related to computer systems, software, hardware and mobile devices
2. Knowledge about service desk tool preferably Service Now.
3. Good communication (both verbal and written) skills.
4. Deliver service and support to end-users using an operating automated call distribution phone software, via remote connection or over the internet.
5. Interact with customers to provide and process information in response to inquiries, concerns, and requests about issues and services.
6. Follow defined standard processes and procedures.
7. Would require working in shifts support environment,
8. Interacting with various stakeholders in case of priority and VIP user cases.
