Senior Desktop Support Engineer

Details

Senior Desktop Support Engineer

Category: IT Support

Qualification: B Tech / BE or equivalent. MCSE, ITIL

Experience: 3 - 6 Years

Location: Mumbai Bandra Kurla

Duties and Responsibilities

• Work Environment:
• 24/7 operations
• 6 working days per week with a rotating weekly off
• Key Responsibilities:
• Provide frontline user support via calls, emails, chat, and ticketing portal
• Log, track, and update tickets as per defined helpdesk procedures
• Troubleshoot, manage, and escalate issues according to helpdesk policies
• Ensure all incidents and resolutions are accurately documented
• Maintain SLAs and ensure timely ticket closures
• Record and communicate status updates and feedback to users and internal teams
• Meet KPIs related to ticket handling, call duration, turnaround time, and first-call resolution
• Monitor customer satisfaction and cost per incident
• Suggest and implement process improvements
• Actively participate in knowledge sharing and continuous improvement initiatives