Service Desk Agent
The Service Desk Engineer is responsible for handling Level 1-2 incidents for the organizations 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: • 24 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
Salary Range- $50,000-$55,000 a year #LI-SP3 #LI-VX1
The Service Desk Engineer is responsible for handling Level 1-2 incidents for the organizations 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: • 24 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
Salary Range- $50,000-$55,000 a year #LI-SP3 #LI-VX1