Service Desk Engineer

Immediate to 30 days Joiners Only

Location -Bangalore

US Time shift

Mandatory: International Voice Support experience

• 3+ years experience In customer service or a help desk environment; interest in IT field a plus.
• Handle Tier 1 help desk escalations through the companys internal ticketing system.
• Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications.
• Perform basic windows administration such as password resets and file and folder administration.
• Basic internet connection troubleshooting.
• Escalates more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.
• Follow up on outstanding requests and ensure timely resolution.
• Fully document all troubleshooting steps and create knowledgebase articles of resolutions.
• Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures.
• Follow the established standards for documenting tickets, configurations, and standard operating procedures
• Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.
• Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
• Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments.