Engineer - Cloud & Infra Management

Job Summary

Seeking a Service Desk professional with 1 to 3 years of experience to deliver expert IT support and ensure efficient service management.

Job Description 

• Serve as a senior member of the Service Desk team handling complex IT support issues.
• Utilize indepth knowledge of Service Desk processes to enhance user experience and operational efficiency.
• Provide advanced troubleshooting and resolution for hardware software and networkrelated issues.
• Collaborate with crossfunctional teams to escalate and resolve critical incidents promptly.
• Maintain and update documentation related to Service Desk procedures and knowledge base articles.
• Assist in training and mentoring junior Service Desk staff to strengthen team capabilities.
• Monitor service desk metrics and contribute to continuous improvement initiatives.
• Leverage goodtohave skills in Windows Server to support serverrelated queries and maintenance tasks.
  
  

Roles and Responsibilities 

•  Act as the primary point of contact for endusers requiring IT assistance.
• Manage and prioritize incoming service requests and incidents to ensure timely resolution.
• Diagnose and resolve technical issues related to desktops laptops software applications and network connectivity.
• Coordinate with IT infrastructure teams for escalated issues requiring specialized attention.
• Ensure compliance with IT service management policies and procedures.
• Participate in oncall rotations and provide afterhours support as needed.
• Generate reports on service desk performance and user satisfaction.
• Continuously update skills and knowledge on emerging technologies and best practices within the SERVICE DESK domain.