Service Desk Engineer

L1 SD JD (E1)/(E2)

Required - Exp 0.6 yrs - 4 yrs / 4 yrs – 7yrs

Education – Any Graduation

Location – Chennai/Bangalore

Shift: 24x7 Rotational Shifts, 5 Days work from Office only

Key Skills & Requirements:

• Prior experience in voice-based (International Voice Support) Service Desk support
• Comfortable working in a call support environment
• Proficient with ticketing tools (preferably ServiceNow)
• Working knowledge of Active Directory and RSA Token
• Experience in troubleshooting VPN, Citrix, and VDI-related issues
• Basic proficiency in MS Office applications

Roles & Responsibilities:

• Ensure high login efficiency and availability to support customer needs
• Handle and resolve tickets within defined SLAs for volume and turnaround time
• Manage inbound calls, which constitute approximately 90% of daily tasks
• Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to relevant support teams and follow through to closure
• Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
• Deliver Level 1 remote desktop support and execute tasks as per SOPs
• Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
• Update work logs accurately and adhere to escalation protocols and process guidelines