Job Type: Full Time

Job Category: IT

Job Description

Job Title: Service Desk Agent
Location – Remote 
FTE Only
 

The Service Desk Engineer is responsible for handling Level 1-2 incidents for the organization’s IT environment. 

Essential Functions:

•              Act as a single/first point of contact for phone calls and chats for IT issues and queries

•              Troubleshoot basic (L1 and L2) issues as per standard operating procedure

•              Updating knowledge base as and when required

•              Escalate unresolved calls to appropriate teams

•              Log all calls in Service Now

•              Take ownership of user issues and communicate progress in a timely manner

•              Adhere to defined standards, policies and procedures

•              Participating in persistent group chats2

•              Compliance with Audit policy

•              Production Support

Education and Experience:

•              2–4 years of experience in desktop support or engineering.

•              Knowledge of ITIL practices and service management tools (e.g., ServiceNow).

•              Windows server experience a plus.

Competencies:

•              Analytical

•              Attention to detail

•              Collaboration

•              Data driven

•              Judgement

•              Problem solving/analysis

•              Teamwork

Required Skills