Service Desk Engineer

Company: HMCL

Role : Service Desk Engineer L2

Experience: 1.5 Years to 2+ Years

Working: 6 Days | Rotational Shift | 9 Hours

Notice Period: Up to 20 Days

Location: Udyog Vihar, Gurgaon

Key Responsibilities

* Monitor the ServiceDesk tool for open and pending tickets.

* Receive and log incidents, service requests and user queries through phone, email and web.

* Categorize tickets based on category, severity, priority and user information.

* Assign incidents to the appropriate technical teams.

* Provide **L1/L1.5 support** and first-call resolution wherever possible.

* Troubleshoot end-user equipment and application-related issues.

* Track, update and close service desk tickets within defined SLA timelines.

* Follow up with technical teams and vendors for issue resolution.

* Manage escalations related to delays, SLA breaches and vendor issues.

* Provide regular incident status updates to users.

* Escalate unresolved issues to the appropriate **L2/on-site/application teams**.

* Notify HMCL SPOCs regarding major incidents, system failures and emergencies.

* Monitor problem tickets and support timely closure.

* Maintain and update SOPs, knowledge base articles and error databases.

* Document problem analysis, troubleshooting steps and resolutions in the ticketing tool.

* Support continuous improvement of ServiceDesk processes and IT service delivery.