Service Desk Engineer

Role & responsibilities

Service Desk

service desk JD

Here's a sample job description for a Service Desk Analyst:

Job Title: Service Desk Analyst

Job Summary: We are seeking a dedicated Service Desk Analyst to join our IT support team. The ideal candidate will be responsible for providing first-level support to our users, resolving technical issues, and ensuring smooth operation of IT systems and applications.

Responsibilities:

• Incident Management: Quickly address user inquiries and technical problems to minimize downtime and maintain productivity.
• Service Request Fulfillment: Process requests for new services or modifications to existing services efficiently.
• Problem Management: Identify and analyze recurring issues to implement effective solutions and prevent future occurrences.
• Change Management: Oversee the implementation of changes to IT services while ensuring minimal disruption to users.
• Knowledge Management: Create and maintain a comprehensive knowledge base to facilitate quicker resolutions and improve service delivery.
• Technical Support: Assist end-users, both in-person and remotely, to resolve hardware and software issues effectively.
• Issue Escalation: Recognize complex problems and escalate them to specialized support teams when necessary.
• System Monitoring: Continuously monitor IT systems and applications to ensure optimal performance and availability.
• Documentation: Maintain accurate records of incidents, requests, and resolutions to enhance future service delivery.
• User Training: Educate users on new systems and applications to improve overall experience and efficiency.

Qualifications:

• Technical Proficiency: Solid understanding of IT systems, networks, and applications.
• Effective Communication: Ability to convey technical information clearly to users and collaborate with technical teams.
• Analytical Skills: Strong problem-solving abilities to diagnose issues and implement effective solutions quickly.
• Customer Service Focus: Commitment to providing exceptional service and support to enhance user satisfaction.
• Team Collaboration: Working effectively with other IT professionals to resolve issues and improve service delivery.
• Experience: Previous experience in a service desk or help desk role is preferred.

Skills:

• Incident and Problem Management
• Service Request Fulfillment
• Change Management
• Knowledge Management
• Technical Support
• System Monitoring
• Documentation
• User Training
• ITIL Framework Knowledge

Location:Chennai

Notice period: within 2 months