Service Desk Engineer

Service Desk Engineer

Reporting Location: Gurugram

Working Location: Gurugram

Summary of Position and Objectives

As an IT Support Specialist, your primary responsibility is to ensure proper computer operation to allow end users to accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user support requests. You will also escalate incidents when appropriate to maintain service level agreement expectations. Problem resolution may involve using diagnostic and support request tracking tools and providing in-person, hands-on help at the desktop level.

Job Description

• Identify, diagnose, and resolve both recurring and unique issues where instructions may be lacking.
• Proactively seek ways to increase productivity, efficiency, and identify process improvements.
• Possess excellent time management, prioritization, and organizational skills.
• Handle multiple projects, customers, and tasks simultaneously in a fast-paced environment.
• Have a basic understanding of ITIL concepts: Incident, Major Incident, Service Request, Problem Record, Knowledge Article, Asset Management, Change Request, Service Portal, etc.
• Create written documentation to share knowledge, and write step-by-step documentation without omitting steps.
• Act as a single point of contact for customers, acting as a liaison between them and the rest of the organization.
• Provide timely, first contact resolution (FCR) to technical support issues, following company standards and procedures.
• Ensure all ticket fields are accurately populated with customer details, categorizations, and a full body of notes documenting the issue resolution.
• Provide basic troubleshooting and guidance for remote hardware repair (desktops, laptops) and set up workstations for new hires.
• Troubleshoot and repair on-premise and cloud-based Microsoft products including O365, MS Teams, OneDrive, SharePoint, Azure, Exchange, and Windows OS.
• Have a basic understanding of Active Directory, DNS, DHCP, and Group Policy; support tasks like setting up or repairing access to network folders and file shares, network printing, and scan-to-email configurations.
• Provide basic support for VPN and remote access, Citrix, thin clients, VMWare, or equivalent.
• Support File-Xchange, Bomgar, and Remote Desktop.
• Familiarity with network connectivity, TCP/IP, Firewalls, VLANs, Ethernet, etc.
• Commit to continuous self-education.
• Report any significant business impact issues to your group leader.
• Triage/Escalate unresolved problems to a higher level of support, if needed.
• Perform special projects as assigned.
• Provide occasional on-call support.
• Be willing to work 24x7x365.
• Other duties as assigned.

Must be ready to work in shifts, rotational shift-based environment.

What We Offer

• Opportunities for senior management positions within various Eurofins business lines globally or within corporate functions.
• The opportunity to grow your project management skills.
• A chance to be part of an international team of professionals.

In a fast-growing group, successful leaders are frequently offered increased areas of responsibility (Subject to geographic mobility).

Qualifications and Experience Required

Profile Description: Service desk Engineer providing support for the IT needs of the organization.

Requirements:

• 0 to 1 years of Help Desk/Service Desk Support
• 0 to 2 Years of Desktop Support increasing responsibilities
• Good Knowledge Management
• 0 to 1 years of ServiceNow (or equivalent ITIL Incident tracking)
• Good Communication skill

Qualifications

Bachelor Of Science

Additional Information