Service Desk Engineer
JConnect Infotech
Service Desk Engineer
Job Description
Must Have Technical/Functional Skills
ServiceDesk E2, ITIL, Windows, MAC, Networking
Roles & Responsibilities
Ticket Logging: Receive, log, and categorize incidents and service requests.
First-Level Support: Provide initial troubleshooting and resolution using knowledge base.
User Assistance: Support users with common issues (password reset, access, basic IT issues).
Escalation: Identify unresolved issues and escalate to L2/L3 as per SLA.
SLA Adherence: Ensure timely response and resolution within agreed SLAs.
Documentation: Update tickets with accurate actions and resolution details.
Communication: Keep users informed on status and closure.
Generic Managerial Skills, If any
Understand SLA’s and KPI’s
Vacancy posted 5 days ago
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