Remote Desktop Support Engineer

Primary Skills : Remote Desktop Support (Addition - Service Desk) - Good Communication & Incident Management

Experience : 3 to 6 years

Location : Bangalore

Notice Period : Immediate Joiner to 30 days

Job Summary

We are seeking a highly skilled Technical Lead with 3 to 6 years of experience in Incident Management Service Desk and Desktop Support. The ideal candidate will work from our office during day shifts providing exceptional technical support and ensuring smooth IT operations. This role does not require travel.

Responsibilities

• Lead the technical support team in managing and resolving incidents efficiently.
• Oversee the service desk operations to ensure timely and effective resolution of user issues.
• Provide expert desktop support to end-users addressing hardware and software problems.
• Monitor and maintain IT systems to ensure optimal performance and availability.
• Develop and implement incident management processes to improve response times.
• Collaborate with other IT teams to resolve complex technical issues.
• Conduct regular training sessions for the support team to enhance their skills.
• Create and maintain documentation for incident management and desktop support procedures.
• Analyze incident trends to identify and address recurring issues.
• Ensure compliance with company policies and industry standards in all support activities.
• Communicate effectively with users to understand their needs and provide appropriate solutions.
• Participate in IT projects and initiatives to support business objectives.
• Provide regular reports on support activities and incident management performance.

Qualifications

• • Possess strong experience in incident management demonstrating the ability to handle and resolve incidents promptly.
• Have a solid background in service desk operations ensuring efficient and effective user support.
• Demonstrate expertise in desktop support with the ability to troubleshoot and resolve hardware and software issues.
• Show proficiency in monitoring and maintaining IT systems for optimal performance.
• Exhibit strong problem-solving skills particularly in resolving complex technical issues.
• Display excellent communication skills both verbal and written to interact with users and team members effectively.
• Possess the ability to develop and implement processes to improve incident management and support operations.
• Have experience in creating and maintaining documentation for IT support procedures.
• Demonstrate the ability to analyze incident trends and implement solutions to prevent recurring issues.
• Show a commitment to compliance with company policies and industry standards.
• Exhibit the ability to lead and train a technical support team.
• Participate actively in IT projects to support business goals.
• Provide detailed reports on support activities and performance metrics.

Certifications Required

ITIL Foundation Certification CompTIA A+ Certification

Interested Candidates Can share your updated Resume to the below Email ID:

sowmiya.m212910@cognizant.com