Job Title: Service Desk Engineer
Location:Bangalore,Pune,Chennai,Noida,Hyderabad,Trivandrum
Position Overview (Job Summary): Service Desk
L1/L2 Support Engineer responsible for handling escalated technical issues, ensuring timely resolution, maintaining quality standards, and delivering excellent customer experience in an international voice support environment.
Primary Skills:
- Excellent communication skills with International Voice Support experience
- Strong troubleshooting skills
- Mobility-related applications
- Desktop/general system issues
- Outlook, VPN, Citrix, VDI
- In-depth knowledge of MS Office/O365
Secondary Skills:
- Experience in Telecom (added advantage)
Experience:
0.6 to 7 years
Role and Responsibilities:
A. Key Responsibilities
- Handle escalated calls from L1 team efficiently
- Resolve tickets within agreed SLA for volume and time
- Ensure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policies
- Deliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen cases
- Update worklogs and follow escalation processes
- Manage queues effectively and work toward case closure
B. Additional Responsibilities
- Adhere to process compliance and shift schedules
- Support continuous improvement initiatives
Educational Qualification:
Any Graduation
Certifications:
(Not mandatory but desirable)
- ITIL Foundation
- Microsoft Certifications (O365, Windows troubleshooting)
- Citrix-related certifications
