Service Desk Engineer 2

Hiring: Service Desk Engineer L2 | HMCL

Company: HMCL
Position: Service Desk Engineer – L2
Experience: 1 to 2+ Years
Location: Udyog Vihar, Gurgaon
Salary: 25,000 CTC per month
Working: 6 Days | Rotational Shifts | 9 Hours
Notice Period: Up to 20 Days

Job Responsibilities

• Monitor the Service Desk tool for open, pending, and escalated tickets.
• Receive and log incidents, service requests, and user queries through phone, email, and web portals.
• Categorize and prioritize tickets based on category, severity, priority, and user information.
• Assign incidents to the appropriate technical support teams.
• Provide L1/L1.5 support and achieve first-call resolution wherever possible.
• Troubleshoot end-user hardware, software, operating system, network, and application-related issues.
• Track, update, and close tickets within defined SLA timelines.
• Coordinate with technical teams and vendors for timely issue resolution.
• Handle escalations related to delays, SLA breaches, and vendor issues.
• Provide regular incident status updates to users and stakeholders.
• Escalate unresolved issues to the appropriate L2, On-site, or Application Support teams.
• Notify HMCL SPOCs regarding major incidents, system failures, and emergencies.
• Monitor problem tickets and ensure timely follow-up and closure.
• Maintain and update SOPs, Knowledge Base Articles, and Error Databases.
• Document troubleshooting steps, problem analysis, and resolutions accurately in the ticketing system.
• Contribute to continuous improvement of Service Desk processes and overall IT service delivery.

Required Skills

• Good knowledge of Service Desk / IT Helpdesk operations.
• Hands-on experience in incident and service request management.
• Knowledge of SLA, priority, escalation, and ticket management.
• Good troubleshooting skills for Windows, hardware, software, and basic network issues.
• Good communication and user-handling skills.
• Ability to work in rotational shifts and a 6-day working environment.
• ITIL knowledge/certification will be an added advantage.

Interested Candidates

Candidates matching the above requirements can share their updated CV through:

WhatsApp: 8521693960
Email: [email protected]

Please mention “Service Desk Engineer – L2” while sharing your CV.

Immediate joiners / candidates with notice period up to 20 days are preferred.