It Service Desk Engineer

JD-Position: Service Desk Location: Bangalore Role:

• Service desk L1.5
• • Minimum 3 to 5 years of experience with IT Service Desk
• • Experience working with Global Team.
• • Manage and prioritise the solution of issues, queries, to maintain SLA on the support
• tickets.
• • Create user documents, including FAQ’s, workbooks, and manuals
• • Contribute to improving the overall experience and usage of the platforms
• • Revise existing processes of the department and, ideally, propose improvements
• Responsibilities
• • Serve as the initial point of contact for all end-user reported issues or requests.
• • Provide technical support primarily for external customers.
• • Deliver first-line telephone technical support for hardware, operating systems, sub
• systems, and/or applications
• • Utilize basic diagnostic techniques to identify problems, investigate causes, and
• recommend solutions for common failures.
• • Assume full ownership of end-user issues until resolution, ensuring follow-up as
• required by process mandates.
• • Follow escalation matrix to complex problems to desk side staff or other resolver
• groups
• • Maintain call quality and response times according to agreed SLAs, ensuring all cases
• are accurately updated in the system.