Service Desk Engineer

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