Service Desk Engineer

Role & responsibilities

• Ensure high login efficiency and availability to support customer needs
• Handle and resolve tickets within defined SLAs for volume and turnaround time
• Manage inbound calls, which constitute approximately 90% of daily tasks
• Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to relevant support teams and follow through to closure
• Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
• Deliver remote desktop support and execute tasks as per SOPs
• Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
• Update work logs accurately and adhere to escalation protocols and process guidelines