Service Desk Engineer

DEME Group; Chennai; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Mobility program for work-life balance

Permanent training track for personal and professional development

Interactive health program focusing on employee wellbeing

Job summary

DEME Group is seeking a Service Desk Engineer in Chennai, Tamil Nadu, responsible for providing IT support to users through the ServiceNow ticketing tool. The role involves managing tickets, resolving IT issues, and delivering excellent customer service. Candidates should have a Bachelor's degree in IT and 6-10 years of relevant experience. Key skills include proficiency in ServiceNow, communication, and strong problem-solving abilities. Benefits include a healthy work-life balance, training programs, and an innovative work environment.

Qualifications

• 6-10 years of experience in IT support, preferably as a Helpdesk Operator.
• Proficiency in ServiceNow or other IT service management platforms.
• Strong understanding of IT systems and troubleshooting.

Responsibilities

• Manage and resolve IT-related issues via the ServiceNow ticketing tool.
• Provide first-level technical support and troubleshoot end-user problems.
• Deliver exceptional customer service and communicate solutions to users.

Skills

Helpdesk Support

ServiceNow

Communication

Problem-Solving

Education

Bachelor's Degree in IT

Tools

IT Service Management Platforms

ServiceNow Ticketing Tool

Job description

As a Service Desk Engineer, you will play a vital role in providing efficient and timely support to our organization's users through the ServiceNow ticketing tool. You will be responsible for managing and resolving various IT-related issues, ensuring smooth operations, and delivering excellent customer service.

Responsibilities

• Receive, prioritize, and assign tickets generated by users via the ServiceNow ticketing tool.
• Monitor ticket queues and ensure tickets are handled promptly according to defined SLAs.
• Update ticket status, track progress, and ensure proper closure with detailed resolution notes.
• Provide first-level technical support and troubleshooting assistance to end-users.
• Resolve common IT-related issues, including software, hardware, network, and access problems.
• Escalate complex issues to the appropriate teams and ensure timely resolution.
• Deliver exceptional customer service, ensuring users' needs and concerns are addressed promptly and professionally.
• Communicate with users in a clear and courteous manner, providing updates on ticket progress and issue resolution.
• Maintain accurate records of all ticket activities, including ticket details, user interactions, and resolutions.
• Update the knowledge base with solutions to recurring issues, enabling faster problem resolution.
• Identify areas of improvement in the ticketing process and recommend enhancements to streamline workflows.
• Participate in team meetings to share insights and contribute to process optimization.

Qualifications

• Bachelors Degree in IT; or additional technical training are a plus.
• Proven experience as a Helpdesk Operator or in a similar IT support role for at least 6-10 years.
• Proficiency in using the ServiceNow ticketing tool or other IT service management platforms.
• Solid understanding of IT systems, hardware, software, and network troubleshooting.
• Strong problem-solving skills with a focus on issue resolution and user satisfaction.
• Excellent communication and interpersonal skills to interact effectively with end-users and team members.
• Ability to handle multiple tasks simultaneously, prioritize work, and meet deadlines.
• Attention to detail and a proactive approach to addressing user concerns.

Benefits

• An extensive mobility program for a healthy work-life balance.
• A permanent training track which allows you to develop yourself personally and professionally.
• A stimulating, innovative workplace with numerous growth opportunities.
• A people-oriented environment with an interactive health program and a focus on employee wellbeing.