ServiceDesk

Role:

To administer and support the ManageEngine ITSM and ITAM suite, with a focus on ServiceDesk Plus and Endpoint Central, along with engineering integrations for application/system monitoring and automation of SLA reporting.

Key Responsibilities:

• Implement and maintain workflows and modules within the ManageEngine suite.
• Design, configure, and administer various ManageEngine solutions (on-prem and cloud).
• Provide daily administration of ITSM and ITAM modules (e.g., ServiceDesk Plus, Endpoint Central).

ServiceDesk Plus:

• • Configure and manage Incident, Service Request, Change, Problem, and Asset modules.
  • Customize helpdesk workflows, SLAs, business rules, notifications, and automation.
  • Create and manage service catalogs, technician roles, user groups, and templates.
  • Perform regular backup, archiving, and report generation for SLA/KPI compliance.
  • Handle email parsing, request categorization, and integration with AD for user onboarding.
  • Develop custom dashboards and reports using Analytics Plus or native reporting tools.
• Endpoint Central:
  • Manage patch deployment, software installation/uninstallation, and OS imaging.
  • Automate endpoint tasks such as USB control, BitLocker management, and power policies.
  • Configure remote troubleshooting tools, inventory scanning, and compliance settings.
  • Schedule and monitor patching cycles for Windows, macOS, and third-party apps.
  • Integrate Endpoint Central with antivirus, MDM, and other security tools.
• Integrate ManageEngine with external systems for automation and SLA monitoring/reporting.
• Perform user, profile, and CI (Configuration Item) configurations.
• Trigger asset discovery processes and configure thresholds for patching and compliance.
• Set up alerts, alarms, and periodic data archival processes.
• Ensure system availability, performance tuning, and perform routine operational/admin tasks.
• Collaborate with internal and client teams to integrate ManageEngine with various IT systems as per business requirements.

Experience:

• 2 3 years of experience supporting enterprise IT environments.
• Proven track record managing ITSM and ITAM platforms such as ManageEngine (with focus on ServiceDesk Plus and Endpoint Central).