Main accountabilities The Support Engineer IT ServiceDesk ensures the following accountabilities:

- Execute the daily operations of first line IT support, according to procedures and work instructions for support activities

- Ensure overall service quality and service levels can be measured by making sure a ticket of every support intervention is available.

- Actively support our business by providing first line IT support:

- Front-office activities (call, chat, ) including analysis, resolution and transparent communication to end-users

- Resolve standard requests such as password resets, configuration of access rights to IT systems,

- Deliver basic functional support on business systems such as O365, ERP, CRM, BI, ..

- Investigate and analyse correlation between individual issues in order to assure correct urgency, impact and associated coordination is established





- Troubleshoot complex issues prior to handover to 2nd line support

- Continuously improve the IT service delivery in close collaboration with the corporate IT Service Coordinator both in terms of optimizing the end-2-end support processes as optimizing the tooling

- Proactively develop and promote end-user documentation or self-service options towards end-users

- You are the ambassador of a larger IT community

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📌 IT-Service Desk Engineer (Mumbai)
🏢 azelis india
📍 Mumbai