Service Desk Engineer
- Pune, Maharashtra
- Permanent
- Full-time
Role Description: Service Desk
Competencies: IT IS_Service Desk
Experience (Years): 4-6
Essential Skills: Service Desk
Roles and ResponsibilitiesIncident Management:Act as the first point of contact for IT-related issues from end users via phone, email, and ticketing systems.Log, prioritize, and manage service desk requests, ensuring timely resolution of technical issues.Troubleshoot and resolve hardware, software, and network-related issues efficiently and professionally.Escalate unresolved issues to appropriate IT teams or third-party vendors as needed.Technical Support:Provide hands-on support for desktop and laptop hardware, operating systems (Windows, macOS, etc.), and software applications.Assist in troubleshooting software installation, updates, and configuration issues.Resolve network connectivity issues, VPN setup, and peripheral device troubleshooting (printers, scanners, etc.).Support users with password resets, user account management, and security-related tasks.Ticketing & Documentation:Maintain detailed and accurate records of all service desk requests, resolutions, and escalations in the ticketing system (e.g., ServiceNow, Zendesk, Jira).Provide clear and concise documentation for troubleshooting steps, resolutions, and FAQs for future reference.Monitor service desk queues and ensure timely follow-up on pending tickets.User Training & Guidance:Provide basic training to end users on the use of software, applications, and new IT systems.Assist users in navigating internal tools and resources, providing guidance for self-resolution of common issues.Ensure users are informed about IT policies and best practices, including cybersecurity awareness.