Service Desk Engineer

Job Scope

This position servesas a single point of contact for all IT issues and requests reported by usersthrough the different support channels (phone, email, Self-Service Portal, TechConcierge Desk). It is responsible for providing support (remotely or onsite)on company supported computer software, applications, and platforms.

Key Responsibilities

The scope of responsibilities includes the following:

• Serve as the first point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk).
• Diagnose, troubleshoot, and resolve hardware, software, and network issues effi ciently.
• Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
• Escalate unresolved issues to relevant next level support team (L2/L3)
• Ensure effective management of all incident priorities including Major Incidents, Priority 1,2,3 and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk .
• Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process
• Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards
• Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.
• Perform regular out of offi ce hours on call duties as per operational needs
• Oversee DSAT feedbacks and take corrective action
• Handle account provisioning across various system platforms (Active Directory, GSuite email account, Windows, Linux etc) for staff and generic accounts such as service accounts, admin account or FTP.
• Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.
• Provide reports upon stakeholder requests to list the active users or users associated with a specific application.
• Manage and process IT service requests, assist in projects including user profi ling setup, software installation, and system configuration

AdditionalNotes:

This role requires the candidate to be able to work onshifts:

• There are 3 shifts : Morning (normal hours), Afternoon-to-Night, Night-to-Morning.
• Shifts will be rotated monthly, including working on weekends , according to the team's scheduled roster.

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