Desktop Support Engineer

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Candidate having good ServiceNow, Excel, and PowerPoint knowledge shall be preferred.

Basic ITIL knowledge and good communication skills are necessary for the role.

• Act as a point of contact to support service users and identify and diagnose issues and problems.
• Act as a liaison between customers and technical teams.
• Help classify and record reported queries and provide solutions.
• Support problem identification.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate unresolved problems to higher level of support, if needed.
• Provide essential online security advice and support.
• Receive and handle service requests following agreed procedures.
• Allocate calls promptly to appropriate resources.
• Log incidents and service requests, maintain relevant records.
• Identify and classify incident types and service interruptions.
• Record incidents, categorizing by symptom and resolution.
• Track reliability data for your services.
• Deliver customer services through multiple channels including human, digital, self-service, and automated.

It is our policy to provide equal employment opportunities to all individuals based on job‑related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non‑discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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