It Service Desk EngineerFull-time

Job description

Key Responsibilities

• User Support: Serve as the first point of contact for technical inquiries, providing support for hardware, software, and network issues via phone, email, chat, or in person.
• Incident and Request Management: Accurately log, categorize, and prioritize incoming service requests and incidents within an IT Service Management (ITSM) system.
• Problem Diagnosis and Resolution: Diagnose technical issues, provide step-by-step instructions to users, and resolve problems efficiently using troubleshooting techniques and remote diagnostic tools.
• Escalation: Escalate complex or unresolved issues to appropriate higher-level support teams or specialist engineers.
• Hardware and Software Support: Install, configure, upgrade, and maintain various hardware (computers, printers, phones) and software, including operating systems like Windows and macOS.
• Documentation: Maintain accurate records of customer interactions, troubleshooting steps, and solutions in the ticketing system and contribute to updating the company's knowledge base.
• User Training and Guidance: Provide users with training and guidance on new systems and applications to improve their technical proficiency and overall experience.
• System Monitoring: Proactively monitor IT systems and applications to ensure optimal performance and availability.
• Collaboration: Work collaboratively with other IT teams, support staff, and vendors to address complex technical problems and improve service delivery.
• Continuous Improvement: Identify opportunities for IT service improvement, recommend solutions, and stay updated on emerging technology trends.
• Role & responsibilities

Interested candidate can apply on watsapp 8291123111 or can share thier cv

Role: IT Support - Other

Industry Type: IT Services & Consulting

Department: IT & Information Security

Employment Type: Full Time, Permanent

Role Category: IT Support