Service Desk Engineer - Ticketing System (3-8 yrs)

Job Description :

- Document all interactions, resolutions, and troubleshooting steps in the ticketing system.

- Create and maintain knowledge base articles to improve efficiency and reduce future support requests.

- Perform basic Windows administration tasks (within defined scope).

- Manage user accounts, including creation, modification, and deletion.

- Manage file and folder permissions and access rights.

- Assist with basic system maintenance tasks as directed.

- Identify and escalate complex technical issues to higher-level support teams (e.g., Technical Support Specialists, Network Engineers).

- Clearly communicate technical issues and their impact to relevant stakeholders.

- Meet or exceed established service level agreements (SLAs) for response and resolution times.

- Monitor and track key performance indicators (KPIs) related to support requests.

- Ensure compliance with all IT policies and security procedures, including data protection and password management.

- Adhere to established standards for documentation, configuration, and standard operating procedures.

- Communicate effectively with users at all levels, providing clear and concise explanations.

- Collaborate with other IT team members to resolve complex issues and improve support processes.

- Proactively communicate system outages or planned maintenance to users.

- Identify areas for improvement in support processes and procedures.

- Participate in team meetings and training sessions to enhance technical skills and knowledge.

Qualifications :

- 3-8 years of experience in a Help Desk/Customer Service Desk environment.

- Strong understanding of Windows operating systems and common applications.

- Experience with troubleshooting basic network connectivity issues.

- Excellent written and verbal communication skills.

- Strong customer service orientation with a focus on user satisfaction.

- Ability to work independently and as part of a team.

- Strong problem-solving and analytical skills.

- Excellent documentation and organizational skills.

- ITIL or other relevant IT service management certifications (preferred).

Technical Skills :

- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

- Experience with ticketing systems (e.g., ServiceNow, Jira)

- Basic understanding of networking concepts (TCP/IP, DNS)

- Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop)