ServiceDesk Engineer

P3-C3-STS

JD

Provides IT support to internal users. Should be comfortable interacting with international customers in English language. The profile requires working extensilvely with computers and head phones to take inbound outbound calls. Will be part of a global support operations group virtual team with peers from offices globally.

Job Responsibilities

Provides frontline IT support to users over phone and email.
Ticket monitoring and Remote support
Windows troubleshooting
Performs activities such as Network Account Password reset and Unlock; Security Token PIN reset, adding users to Access groups to grant permissions to applications/resources
Creates and Manages User accounts
Coordinates with users and support team(s) and schedules Account/Network resource migration
Creates proper documentation using ServiceNow ticketing tool
Tracking of issues and solutions; resolving or routing; escalating where appropriate
Ensures seamless shift hand-over
Performs other special projects as assigned



Mandatory Skills

Windows troubleshooting
Active Directory
Office 365 troubleshooting