Service Desk Support Engineer

1. Position Overview

Skylark Information Technologies Private Limited is seeking a dedicated and organized Onsite Service Desk Support Engineer for the VIT Bhopal campus. The Service Desk Engineer acts as the single point of contact (SPOC) for logging, categorizing, allocating, tracking, and escalating IT infrastructure service requests and incidents. The role ensures seamless coordination with Skylark's onsite FMS support engineers, maintaining rigorous ITIL-aligned service delivery, accurate call updates, and comprehensive periodic reporting.

2. Key Roles & Responsibilities

A. Ticket Logging & Call Management

• Single Point of Contact: Serve as the primary frontline contact for recording all IT infrastructure incidents and service requests received via phone, email, walk-ins, or monitoring tools.
• Ticket Logging & Categorization: Accurately log, document, and categorize tickets based on impact, urgency, and affected infrastructure domains.
• Call Updates: Ensure timely tracking and status updates are logged against every open ticket through resolution and closure.

B. Dispatch & Resource Allocation

• Call Allocation: Efficiently allocate and dispatch logged calls to appropriate Skylark onsite FMS support engineers based on domain expertise and SLA parameters.
• Queue Management: Monitor queue distribution, technician workload, and ticket progress to prevent bottlenecks and SLA breaches.

C. Escalation Management

• Escalation Handling: Identify stalled or critical incidents and initiate hierarchical escalations to senior engineers, management, or OEM vendors in accordance with predefined SLAs.
• Incident Tracking: Track major outages or high-priority incidents closely, providing regular updates to stakeholders until resolution.

D. Product Identification & Technical Triage

• Product Identification: Demonstrate working knowledge of enterprise infrastructure products to accurately identify and triage hardware/software issues across Servers, Storage, Virtualization (VM), Backup systems, Networking products, Switches, Access Points (APs), and Firewalls.
• Initial Triage: Perform initial level-1 diagnosis and validation of reported faults before dispatching to specialized FMS teams.

E. Reporting & Documentation

• Periodic Reporting: Generate and distribute Daily, Weekly, and Monthly Service Desk operational reports, highlighting ticket volumes, resolution trends, SLA compliance, and recurring infrastructure issues.
• Documentation & KB: Maintain Knowledge Base (KB) articles, asset tagging logs, and service desk logs aligned with ITIL best practices.

3. ITIL Framework Alignment

The candidate is expected to operate within standard ITIL service management framework principles, specifically focusing on:

• Incident Management: Prompt restoration of normal service operation with minimal business impact.
• Request Fulfillment: Handling standard, pre-approved service requests efficiently.
• Problem Management Awareness: Identifying recurring incidents and escalating for root cause investigation.
• SLA Management: Ensuring strict adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

4. Required Qualifications & Technical Skills

• Education: Bachelor's Degree in Computer Science, Information Technology, BCA, or equivalent discipline.
• Experience: Minimum 2 to 4 years of experience working in an IT Helpdesk, Service Desk, or FMS operations environment.
• ITIL Knowledge: Strong foundational knowledge of ITIL processes (Incident, Request, and SLA management; ITIL Foundation certification is highly preferred).
• Product Identification: Strong product identification capability across enterprise datacenter and campus network products: Servers (Rack/Blade), Storage Arrays, Virtualization (VMware), Backup systems, Enterprise Switches, Wireless Access Points (APs), and Firewalls.
• Communication: Excellent verbal and written communication skills with strong customer service orientation.
• Tools Proficiency: Proficiency in ITSM ticketing tools, helpdesk software, and Microsoft Office Suite (Excel reporting).

5. Reporting & Work Location

• Work Location: VIT Bhopal University Campus, Madhya Pradesh (Onsite Deployment).
• Reporting To: Reporting directly to the Service Delivery Manager / FMS Project Lead, Skylark Information Technologies Private Limited.