ServiceDesk – Job Description:

Location: Hyderabad.
Job Title: ServiceDesk Engineer
Experience: 3– 6 Years

OSI Digital is looking for service desk engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience.This position will have an opportunity to grow to the next level as Lead / ServiceDesk Manager or IT Operations manager based on your experience, skillset, and performance.

Responsibilities:

•Being part of the team to address Incidents and Service Requests reported by business users of 24/7 - 365 Days work environment.
•Provide L1 and L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, RDP, TeamViewer, MS Teams, and other tools.
•Create/ update end user guides, ServiceDesk KB’s, and SOPs.
•Making recommendations to optimize IT performance and to prevent future problems.
•Generate status reports/consolidated IM reports to the ServiceDesk Manager

Required Skills:

•Excellent verbal and written communication skills with email etiquette and customer service skills.
•3+ years of experience in handling end user calls, Incidents/service requests, application Break/ fix.
•Experience in AWS\Citrix VDI, AD, O365, VPN, OneDrive, MFA, User device management & authentication issues.
•Working experience on latest RDP tools (TV, LogMeIn, Bomgar) Ticketing tools (ITSM, SNOW, JIRA)
•Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
•Ability to notify and escalate the issues based on the Severity.

We are not looking for someone who is:

•Never worked with international customers and technical support.
•Never worked on end user computing issues, onboarding & offboarding on Active Directory.
•Not flexible for 24x7 rotational shifts and not ready to work from office.