Roles & Responsibilities:

• _{Log all the tickets as per incident management process.}
  
• _{Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors.}
  
• _{First level support to attempt to resolve the incident, use remote control if necessary for resolution.}
  
• _{If the incident requires escalation to level 2 supports, the SD engineer will create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer.}
  
• _{Assign tickets to the Network SD\Field Engineers.}
  
• _{Log all the tickets sent by engineers through email.}
  
• _{Timely update work logs of the tickets.}
  
• _{Track the incident until closure and keep the User up to date with the incident status}
  
• _{Owns life cycle of the ticket.}
  
• _{Manage SLA of the tickets.}
  
• _{Monitors event logs.}
  
• _{Functional escalation in case the incident resolution times exceed the agreed service levels}
  
• _{Perform the role of an incident manager when instructed by Service desk Manager.}
  
• _{SERVICE REQUEST MANAGEMENT}
  
• _{Receive service requests forms that have passed the business assessment and approval procedures.}
  
• _{Link the service request record to the User ID and configurations.}
  
• _{Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures.• Functional escalation in case the service request completion times exceeds the agreed service levels.}
  
• _{Send IT notifications to end users related to change requests/network outages/major incidents.}
  
• _{Confirm with the customer for ticket closure after the issue is fixed.}
  
• _{Performs Daily health checks as defined.}
  

• _{Install, upgrade, support and troubleshoot Windows OS, Apple IOS and Microsoft Office (All Versions) and any other authorised desktop applications.}
  
• _{Install, upgrade, support and troubleshoot for printers and scanners.}
  
• _{User account administration, i.e., account creation and password resets on Active Directory.}
  
•  _{Basic troubleshooting of desktop related applications.}

Requirements

•  _{3+ years of working experience within an IT service desk environment.}
  
•  _{Knowledge of Remote-Control Tools e.g. Dameware, SCCM, terminal Services.}
  
•  _{Knowledge of ITSM Tools e.g. Manage Engine Service Desk Plus, Remedy, Service-Now, TSRM.}
  
•  _{Knowledge of below list of Manage Engine Tools Set}
  
•  _{Manage Engine Desktop Central Enterprise Edition 9.0}
  
•  _{Manage Engine OS Deployer 4.0}
  
•  _{Manage Engine Mobile Device Management}
  
•  _{Windows OS (all versions) experience}
  
•  _{AD, Exchange & O365 experience}
  
•  _{Planning and organising skills.}
  
•  _{Good administration skills.}
  
•  _{Able to operate with minimal supervision.}
  
•  _{Able to maintain professional demeanour under stress.}
  
•  _{Strong interpersonal skills.}
  
•  _{Good Communication skills.}

• _{Ability to operate and support mobile devices and tablets.}

• _{B-Tec Computer Science or any other bachelor’s degree.}
  
•  _{Microsoft qualification, Ideally MCP or MCSE.}
  
•  _CCNA.
  
•  _{ITIL V3/V4 certification.}

We’re committed to creating the happiest company working for and is proud to provide equal opportunity to all. All the qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion.