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Roles and Responsibilities :

- Agents will be responsible for taking calls and chats to assist the users.
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
- Deploy/patch software using LANDesk technology/UEM.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Analyze and resolve incidents with a goal of 90% First Call Resolution.
- Advising users on appropriate courses of action.
- Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner.
- During change/Outages, act systematically to respond to, day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
- Knowledge Base and process documentation skills.




- Communicate call trends and challenges during team meetings.
- Escalating, if needed, unresolved problems to a higher level of support.
- The ability to take on small projects from start to finish.
- Knowledge on ITIL basics.

Qualifications and Skills :

- 3-6+ years of experience in service desk.
- Experience of working/Troubleshooting with Window 50% - MAC 50% will be an added advantage.
- Should be willing to work in adaptable shifts including Night shifts.
- Excellent communication skills.
- Active Directory.
- Office 365.
- Slack.
- ServiceNow.
- VPN.
- Conferencing Services (Zoom, Blue jeans, etc.).
- Collaboration services (SharePoint, OneDrive, Google Drive, etc).
- Remote Tool (LogMeIn, Zoom, etc.).
- Windows Troubleshooting (BSOD, App Crashing, PC Performance).
- Networking.

📌 Service Desk Engineer - IT Operations (India)
🏢 ACZ Global
📍 India