Job Opportunities

Service Desk Engineer – Level 1

Job Designation: Service Desk Engineer – L1.

Employment Type: Full-time | Onsite | 24×7 rotational shifts.

Experience: 1–3 years in IT Helpdesk/Service Desk.

About the Role:
The Service Desk Engineer will act as the first point of contact for all IT users, providing remote and desk-side support for incidents and service requests. The role ensures timely logging, categorization, initial troubleshooting, FCR resolution, and escalation to L2/L3 teams while maintaining SLA compliance and high customer satisfaction.

Key Responsibilities (Detailed):
• Receive and handle all user issues through calls, emails, chat, and ticketing tools.
• Log, categorize, and prioritize incidents and service requests.
• Perform basic troubleshooting for OS, applications, network, and hardware.
• Provide First-Call-Resolution (FCR) for L1 scope issues.
• Escalate unresolved tickets to L2/L3 teams with complete diagnostics.
• Track and follow up on assigned tickets until closure.
• Monitor SLA response and resolution timelines and flag deviations.
• Prepare daily/weekly/monthly helpdesk performance reports.
• Maintain and update knowledge base articles, SOPs, and troubleshooting guides.
• Conduct periodic user feedback and support CSAT target ≥99%.

Required Skills & Experience:
• Strong communication and customer handling skills.
• Exposure to ITSM ticketing tools (ManageEngine, ServiceNow, etc.).
• Basic knowledge: Windows OS, MS Office, printers, and network basics.
• Ability to troubleshoot common issues (password, Outlook, VPN, etc.).
• Understanding of incident, request, escalation, & SLA processes.
• Ability to work in rotational shifts, including night shifts.