Service Desk Engineer

Roles and Responsibilities :

• Key Responsibilities

  • Answer user calls, emails, chats and self-service portal requests, and log every request in the ITSM tool.
  • Sort tickets by category and priority and route them to the right resolver group.
  • Resolve basic L1 issues: password resets, account unlocks, Outlook and access problems.
  • Track tickets to closure within SLA, and update and follow up with users regularly.
  • Follow the escalation matrix for P1/P2 incidents.
  • Keep ticket notes and the knowledge base up to date.
  Tools: ServiceNow / BMC Remedy / ManageEngine ServiceDesk Plus, MS Teams, MS Excel.
  
• Experience -1.5 years above 
• Location - Delhi