Service Desk Engineer

• Provide remote support to customers worldwide, addressing technical issues promptly and professionally.
• Troubleshoot and resolve software and hardware problems related to Windows OS, Office Products, VPN / Citrix, Network Permissions, Software Installations, Active Directory Account Maintenance, Vendor Coordination in logging complaints / warranty claims of HW, Printer / Plotter configuration.
• Using Service Now Tool to log, track, update and resolve the tickets.
• Collaborate with cross-functional IT Teams, including Server, Security, Network and Messaging Teams to resolve complex technical issues and contribute to improving overall IT Infrastructure.
• Continuous update and maintain knowledge base articles to enable efficient self-service solutions for common problems.
• Deliver exceptional customer service by effectively communicating technical information in a clear and concise manner.
• Identify trends and recurring issues, providing insights to management for potential process improvements.
• Actively participate in Teams Meetings, Training Sessions, and Knowledge Sharing Activities to enhace technical skills and stay updated on new technologies.

Requirements:

• Proven experience as a Support Desk Analyst or in a similar technical support role, preferably in Global Environment (>5 years of experience).
• Strong knowledge and experience with Office Products, VPN, Citrix, Network Permissions, Software Installations, Active Directory Maintenance. Printer Configuration (Local & Network), Shared Folder Permissions etc.
• Familiarity with ServiceNow is a plus.
• Excellent analytical abilities, problem solving and troubleshooting skills with a customer-centric approach.
• Ability to work effectively in a fast-paced environment, managing multiple priorities and meeting deadlines.
• Strong communication and interpersonal skills to collaborate with cross-functional IT Teams and interact with customers from diverse backgrounds and spread across the globe