Helpdesk Engineer

Shift: Flexible to work in shifts for 247 hours operations as per business requirements on-site & remotely. Must have skills: 1. Excellent communication skills 2. Experience handling P1/P2 issues 3. Experience working with ServiceNow, Active Directory, Office 365, MS Teams, Zoom, Apple devices, Other remote-control tools. 4. Experience in managing UK/US users 5. Good knowledge of processes and sound technical skills 6. The right attitude for the job Overview: 1)As part of IT helpdesk team respond to user requests on call, service now tool, teams chat & email support. 2) Act as the initial point of contact for all IT related issues from employees 3) Attend user tickets to analyze, troubleshoot and diagnose hardware and application related problems as per defined SLA. 4) Respond to user inquiries and assist in troubleshooting and resolving challenges remotely / on-site. Build and test laptops for new starters, ensuring they are ready to go on day 1. 5) IT Induction for new joiners on day 1 6) Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved. 7)Manage users, groups, computers & security groups in Active Directory 8) Experience in managing O365 mailboxes and groups. 9) Assisting users with their queries remotely via MS Teams, Zoom or via remote control tools. 10) Work on ServiceNow to record, categorize and resolve incidents. 11) Work on the Service Request fulfilment from users following the approval process on ServiceNow 12) Track and follow up of all incidents from open till closure. 13) Drive major incident management process for P1 / critical issues. 14) Responsible to keep the manager informed about the major incident / high priority incidents. 15) Maintain hardware inventory. 16) Work with the local site engineer wherever required to troubleshoot issues on ground. 17) Install / support printer issues. 18) Troubleshoot audio/video conference issues. 19) Troubleshoot and investigate VPN issues. 20) Ensure customer delight for each user interaction. Desired Skills 1) 4-5 Years of professional experience in relevant role 2) Flexible to work in shifts for 247 hours operations as per business requirements on-site & remotely. 3) ITIL certification (preferred) 4) Clear speaking, listening and written communication skills. 5) Ability to adapt to change in a fast-paced environment. 6) Ability to negotiate and influence. 7) Ability to problem solve, 8) Ability to meet tight deadlines. 9) Ability to effectively deal with conflict. 10) Ability to multi-task and stay organized. 11) High attention to detail 12) Ability to stay calm under pressure. 13) Ability to use own initiative. 14) Ability to work in a team.