Senior Software Engineer

Proven experience as a Service Desk Analyst or in a similar technical support role, preferably in Global Environment (3 / 4 years of experience).

Excellent verbal and written communication skills with email etiquette and customer service skills

Hands-on experience in handling end-user calls, Incidents/service requests, and application Break/ fix

Hands-on Experience on VDI, AD, O365, VPN, OneDrive, User Device Management & Authentication issues

Hands-on experience on latest RDP tools like Bomgar & Ticketing tools (ITSM, SNOW).

Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures

Ability to handle critical incidents with a sense of urgency and quality to create a positive customer service experience and increase customer engagement. Must be flexible to work in rotational shift and rotational week offs