Service Desk Engineer

IT Services provides secure, fast, innovative and green infrastructure capabilities to meet evergrowing customer demand. Our teams thrive on building capabilities across areas of Cloud Migration, Dev Ops, Network and Information Security amongst others.

Job Summary

• To handle tickets and incidents individually with in the SLA and escalate them appropriately
• To address technical issues through phone, E-mail, chat and remote access.
• To liaison between various teams such as change management, incident management and implementation, in accordance with schedules.
• Must have done ITIL foundation certification or should have worked in the ITIL environment.
• Ability to use Help Desk standards and follow guidelines, as well as help others interpret policy.
• Must have basic knowledge windows Administration
• Exposure to ticketing tools such as BMC remedy, service now is must.
• Provide accurate and creative solutions to customer problems of moderate nature to ensure customer productivity.
• Assist in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction.
• Business and technical writing skills would be an added advantage.
• May recommend systems modifications to reduce user problems.

May recommend systems modifications to reduce user problems.