Service Desk Engineer (L2)

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

• 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

• Bachelors degree in IT, Computer Science, or related field
• Relevant certifications (e.g., ITIL, Microsoft preferred)
• Experience in a client-facing support environment.