Service Desk Engineer

Overview

The Support Engineer IT ServiceDesk provides first-line IT support and helps maintain service quality, improve support processes and tooling, and promote self-service options.

What you'll do

• Execute the daily operations of first-line IT support according to procedures and work instructions for support activities.
• Ensure overall service quality and service levels can be measured by making sure a ticket of every support intervention is available.
• Provide first-line IT support through front-office activities such as calls and chat, including analysis, resolution and clear communication to end-users.
• Resolve standard requests such as password resets and configuration of access rights to IT systems.
• Deliver basic functional support on business systems such as O365, ERP, CRM and BI.
• Investigate and analyse correlation between individual issues to assure correct urgency, impact and associated coordination.
• Troubleshoot complex issues prior to handover to 2nd line support.
• Continuously improve IT service delivery in close collaboration with the corporate IT Service Coordinator by optimizing end-to-end support processes and tooling.
• Proactively develop and promote end-user documentation or self-service options towards end-users.
• Act as an ambassador of a larger IT community.

Details

• Location: Mumbai, India.