Service Desk Engineer

The Service Desk Engineer is a technical support role whose primary responsibility is to provide day to day support for EGI SWC users. This is an Internal Service / Help Desk role, interacting with people of all levels in offices across India. The Service Desk Engineer is responsible for tracking and resolving all assigned support requests through effective decision making and problem solving skills.

The successful job applicant will present himself / herself in an extremely professional, competent manner, be highly organized, and possess strong communication and interpersonal skills. The Service Desk Engineer is expected to provide these services with a high level of technical competency and independence, demonstrating experience and ability in multiple disciplines within IT.

The successful applicant should be responsible for:

• Document all Incidents & Service Request in the Ticketing System with appropriate details of the user.
• Ensure that all detailed required (incl Mandatory fields) for the issue are documented in the Ticketing system.
• Work with the Internal Teams to ensure that the users’ issues are fixed in a timely manner.
• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT
• Utilize and maintain the helpdesk tracking software
• Receive, manage and record IT help desk requests receiving either by telephone or Web Tickets.
• Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources.
• Forward technical support issues that cannot be addressed by the Help Desk to the appropriate technician (Level 2 or Escalation Team).
• Troubleshoot and resolve end-user operating system, Network and connectivity, software related problems, including all issues which fall under the scope of support for EGI.
• Basic installation, configuration and support of all IT equipment
• Work as a team member, providing support to colleagues as and when required.
• Able to react to change productively and handle other essential task as assigned.
• Share new solutions with the group as part of “Sharing Best Practices”
• Work the line manager during Year review of targets and participate in group and 1 on 1 discussion with the Line manager.
• Contribute & Participate for the overall improvement of the program / company.