Thiruvananthapuram
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Trivandrum
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Senior Service Desk Engineer

Closing on:

09/09/2017

Brief description :

Desired Profile - Service Now Exp is Must

 

  • Candidate should have worked as Service Desk/helpdesk/desktop support Engineer Provide solution for all the complex problems
  • Take overall responsibility for incident management and request fulfillment on the Service Desk
  • Performs staff scheduling to ensure Service Desk coverage during normal business hours
  • Team management / Resolve interpersonal team issues
  • Should have work knowledge in any ticketing tools
  • Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.
  • Manages the Service Desk staff including consultation on performance evaluations, promotions and hiring
  • Act as escalation point for all requests and incidents
  • Train, coach and mentor Service Desk Specialists including career development. Oversee staff activities. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
  • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops an effective and workable framework for managing and improving customer IT support in the organization.
  • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Knowledge in ITIL framework
  • Knowledge in Information Security concepts aligning to ISO 27001 standards
  • Documentation skills Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.

Experience, Education & Certifications

 

  • Engineering/Science graduate with at least 5+ years of experience or 7+ years of experience with a 3 year diploma
  • Certifications: MCSE/CCNA/ITIL

 

Preferred skills

Desired Profile - Service Now Exp is Must

 

  • Candidate should have worked as Service Desk/helpdesk/desktop support Engineer Provide solution for all the complex problems
  • Take overall responsibility for incident management and request fulfillment on the Service Desk
  • Performs staff scheduling to ensure Service Desk coverage during normal business hours
  • Team management / Resolve interpersonal team issues
  • Should have work knowledge in any ticketing tools
  • Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.
  • Manages the Service Desk staff including consultation on performance evaluations, promotions and hiring
  • Act as escalation point for all requests and incidents
  • Train, coach and mentor Service Desk Specialists including career development. Oversee staff activities. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
  • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops an effective and workable framework for managing and improving customer IT support in the organization.
  • Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
  • Knowledge in ITIL framework
  • Knowledge in Information Security concepts aligning to ISO 27001 standards
  • Documentation skills Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.

 

Experience, Education & Certifications

 

  • Engineering/Science graduate with at least 5+ years of experience or 7+ years of experience with a 3 year diploma
  • Certifications: MCSE/CCNA/ITIL