Service desk Engineer - English

Job Title: Service desk Engineer-English

IT Service Desk Infrastructure Support

Experience: Fresher
Location: Akkodis Bangalore

Work Policy: 24/7 support & 5 Days Work from Office
Employment Type: Full-time

Job Summary

The IT Service Desk professional serves as the first point of contact for technical support related to IT infrastructure services. This role ensures the smooth functioning of IT systems by providing timely assistance, troubleshooting, and maintenance of hardware, software, and network components.

Key Responsibilities

• Incident Management: Respond to and resolve IT incidents and service requests within defined SLAs.
• Provide exceptional IT Service Desk support, guidance, and training to end-users for various IT devices, applications, or processes.
• Record, update, and escalate support issues to the next level promptly.
• Engage in discovering new IT business tools to support our business users.
• Seek, suggest, evaluate, and implement process and technology improvements.
• Willing to learn and grow in other IT business areas.
• Provide Level 1 support to troubleshoot LAN/WAN connectivity issues, VPN access, and network performance.
• Documentation: Maintain accurate records of incidents, resolutions, and infrastructure changes in the ticketing system.
• Collaboration: Work closely with infrastructure teams for escalations.
• Training & Guidance: Educate end-users on best practices and provide guidance on IT policies.

Technical Requirements:

• Candidate should be technically sound with Windows troubleshooting (including registry edits, no boot, no internet, optimization)
• Basic Mac optimization and troubleshooting
• MDM, Autopilot device setup
• Outlook troubleshooting
• Printer troubleshooting
• External monitor and docking station setup
• Network driver Troubleshooting.

Shift & Qualification:

• Shift: Rotational
  • Qualification: Graduate with knowledge in a technical support role
  • Required knowledge: Troubleshooting Windows 10/11 OS, PC hardware, basic Internet Explorer, networking, messaging, MS Office, SAP Applications.

Additional knowledge in Field Services, Desktop Engineering, Asset Management, and MAC is a plus

Communication Skills:

• Speak fluent English with excellent writing, comprehension, and customer handling skills.
• Strong troubleshooting, bug-finding, and resolution skills
• Ability to work independently within a diverse global team
• Available for 24/7 rotational shifts and week offs
• Mandatory work from office