Experience
2 - 6 yrs
Job Location
Hyderabad, India
Vacancy
1
Designation
Service Desk Engineer
Job Type
Not specified
Job Description
Job Details
- Job Family: User Support (India)
- Travel Required: None
- Clearance Required: None
Responsibilities
- Work as a Junior Service Desk / Helpdesk / Desktop Support Engineer, providing first-level IT support.
- Provide technical assistance to global users through calls, chats, and tickets.
- Log, prioritize, and manage incidents and service requests in the ticketing system as per defined SLAs.
- Recognize, diagnose, and resolve basic technical issues by engaging with users and following standard troubleshooting steps.
- Troubleshoot issues related to operating systems, MS Office applications, email, internet connectivity, and peripheral devices.
- Escalate or route complex issues to next-level IT support teams following standard procedures.
- Maintain proper documentation of incidents, solutions, and user interactions.
- Follow IT policies, processes, and information security guidelines.
- Work in night shifts to support users across the USA and other global locations.
Requirements
- Engineering / Science graduate (or equivalent qualification).
- Experience Criteria: Fresher.
- Strong verbal and written communication skills in English.
- Basic hands-on knowledge of laptops, desktops, and peripherals.
- Understanding of operating systems (Windows) and MS Office tools.
- Good problem solving and analytical skills
- Ready to work in rotational shifts covering 24/7 support
Nice to Have
- Strong problem-solving mindset and willingness to learn.
- Ability to quickly grasp new tools, technologies, and processes.
- Good customer service orientation and teamwork skills.
Key Competencies
- Customer Focus
- Communication Collaboration
- Analytical Thinking
- Learning Agility
- Process Adherence