Service Desk Junior Engineer-Infrastructure Management

Role Requirement

 Provide support on the first line of the help desk to the external customer assisting users with hardware and software problems via phone, email, and chat. within the time specified by the agreed service levels.

  Mandatory Skills: 

1. Working knowledge of Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
2. Excellent communication skills (written & verbal)
3. Knowledge of ITIL framework and practices.
4. Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
5. Categorize and record reported queries and provide solutions.
6. Monitor issues from the start till resolution.
7. Escalate, if needed, unresolved problems to a higher level of support
8. Ability to work under pressure and manage tight deadlines or unexpected changes in expectations or requirements with a proven track record of operational process change and improvement.
9. Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams.

Roles and Responsibilities:

1. handle calls, Emails, Chats, incidents, and Requests on the ticketing and monitoring tool, taking necessary details, and ensuring the call is dealt with. 
2. Log details of all incidents: alerts/events and problems utilizing standard reporting methods. 
3. Provide first-line fixes, utilize relevant procedures, or escalate problems. 
4. Use supplied checklists and ensure that the problems highlighted are followed up. 
5. Maintain procedures that are compliant with ITIL, the company’s quality management system. 
6. Knowledge of Computer, IT infrastructure, Printers, MS-office products, networks, servers, etc., and their components. 
7. Escalate tickets to L2 and L3 as appropriate and follow up for the resolution. 
8. Experience in handling international (European Geographics) clients. 
9. Tracking and documenting any changes made to KB article and creating of KB article. 
10. Handling checks and reports which should be sent to clients. 
11. Ability to work a flexible schedule outside of typical business hours. 
12. Will be responsible for Incident Review in ServiceNow using defined quality criteria for all P1 and P2 Incidents 
13. Ensure that the incident management documentation process is being performed at a high level of quality. 
14. Generate reports on an ad-hoc or reoccurring basis using incident data from ServiceNow 
15. Responsible for identifying potential problems and trends of repetitive Incidents.

Other requirement

1. Willing to work from the office
2. Open to 24*7 environment

Total Experience Expected: 00-02 years