Service desk Engineer

Service Desk Engineer

We are seeking a dedicated and skilled Service Desk Engineer to join our Global IT Service Delivery team. In this role, you will provide comprehensive end-user IT support across various platforms, ensuring a seamless experience for our users. Your responsibilities will include troubleshooting hardware issues, managing user accounts, and maintaining IT compliance standards.

Key Responsibilities

• Provide comprehensive end-user IT support, including remote, phone, email, and onsite assistance.
• Troubleshoot hardware issues for Windows laptops and MacBook devices.
• Utilize ITSM & ITAM tools such as ServiceNow for asset inventory management.
• Manage user accounts in Active Directory (Azure AD), including creation, deletion, and updates.
• Install Windows 11 and other standard applications on user devices.
• Familiarity with Microsoft Azure, O365, Microsoft Teams, Antivirus, and Intune portal.
• Manage mobile devices via Intune for iPhone & iPad.
• Document IT procedures and maintain a knowledge base.
• Adhere to SOX Audit, IT Security, and compliance standard procedures.
• Provide general troubleshooting for multifunction printers, laptops (Dell), and audio & video conference systems.
• Possess a basic understanding of networking concepts.

Requirements

• Education: Graduation in a relevant field.
• Experience: At least 4-5 years in a similar role.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Strong organizational and time management skills.
• Exceptional customer service skills with empathy and a user-focused approach.
• Analytical skills to diagnose and resolve technical problems efficiently.

Work Arrangements

• Working hours: 9 AM to 6 PM, Monday to Friday.
• Weekend/after office hours support only in case of any critical issues.