Job Description
Service Desk Agent
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
Salary Range: $50,000-$55,000 a year
Qualifications BACHELOR OF COMPUTER SCIENCE
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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
Salary Range: $50,000-$55,000 a year
Qualifications BACHELOR OF COMPUTER SCIENCE
#J-18808-Ljbffr