Job Title: Service Desk Engineer (L2)
Location: Gift City, Gandhinagar
Shift Timing: 02:00 PM – 11:00 PM (Monday – Friday)
Job Summary
We are looking for a Service Desk Analyst to act as the first point of contact for B2B users, providing technical support and resolving end-user issues related to software, hardware, and applications. The role requires strong customer service skills, adherence to SLAs, and effective issue resolution or escalation.
Key Responsibilities
- Serve as the first point of contact for users via calls, emails, chat, and service portals.
- Provide first-level technical support and resolve user issues in a timely manner.
- Log and track all incidents and service requests in the ticketing system as per defined processes.
- Ensure adherence to SLA, TAT, and service quality standards.
- Troubleshoot basic software, hardware, and application-related issues.
- Escalate unresolved issues to the appropriate teams as per helpdesk policies.
- Maintain accurate records of incidents, resolutions, and user interactions.
- Follow up with users to provide updates and ensure issue closure and satisfaction.
- Prepare and maintain MIS reports and resolution logs.
- Identify and suggest process improvements to enhance service quality.
- Communicate user feedback, issues, and escalations to internal teams.
Performance Metrics (KPIs)
- Adherence to SLA and turnaround time (TAT)
- Minimal ticket escalations
- High first-call resolution rate
- Customer satisfaction and feedback
- Accuracy in documentation and ticket logging
Required Skills
- 1-3 years of experience in Service Desk / IT Support
- Basic knowledge of Windows OS, hardware, and common applications
- Familiarity with ticketing tools and helpdesk systems
- Understanding of SLA-driven environments
- Strong communication and customer service skills
- Good problem-solving and troubleshooting abilities
Preferred Qualifications
- Bachelor's degree in IT, Computer Science, or related field
- Relevant certifications (e.g., ITIL, Microsoft – preferred)
- Experience in a client-facing support environment
