Service Desk Engineer || Malad East || immediate joiner || Only Male
- Progressive Infotech
- 2 - 7 years
- Mumbai
- 28 days ago
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Job Description
Role & responsibilities
Service Desk Engineer:-
- Key Responsibilities:
- Ticket Management: Use the IT Service Management (ITSM) tool to log, track, and manage incidents and service requests.
- SLA Management: Monitor and ensure that SLAs are met by tracking ticket progress and ensuring timely resolution by assigning tickets to the appropriate engineers.
- Bridge Communication: Act as the primary point of contact between the engineering team and end-users, providing updates, clarifying requirements, and resolving any issues related to incidents or requests.
- Ticket Assignment: Review incoming tickets and assign them to the appropriate support engineers based on priority and expertise.
- Incident Reporting: Prepare and generate incident reports, summarizing issues, resolutions, and any relevant details for ongoing monitoring or post-mortem analysis.
- Pack & Catch Support: Assist with the preparation, packaging, and labeling of IT hardware for deployment to end-users.
- Basic Troubleshooting: Assist with basic troubleshooting of IT devices and software in coordination with the engineering team when necessary.
- End-User Assistance: Support end-users by gathering relevant details for tickets and communicating necessary information to engineers for resolution.
- Documentation & Reporting: Maintain clear and organized documentation related to ticketing, inventory, and incident management to ensure transparency and accuracy.
Skills & Qualifications:
- Experience working with ITSM tools (e.g., ServiceNow, JIRA, or similar ticketing platforms).
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Good understanding of Service Level Agreements (SLAs) and how to track and meet them.
- Basic knowledge of IT hardware, including laptops, desktops, and peripherals.
- Excellent communication skills, with the ability to act as an effective liaison between engineers and end-users.
- Strong attention to detail and accuracy in logging tickets and preparing reports.
- Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
- Team player with the ability to work independently when needed.
Preferred Experience:
- Experience in an IT support, helpdesk, or service desk environment.
- Familiarity with ITIL frameworks or ITSM processes.
- Previous experience managing incident reports and SLA adherence.
an**********y@pr********e.in
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Progressive InfotechLocation(s): Mumbai
Keyskills: Service Desk IT Helpdesk IT Service Desk Ticketing Tools Technical Helpdesk SLA Incident Management
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