Service Desk Engineer

Job Title: Service Desk RTAC (ASE/SE)
Experience: 1+ Years
Location: Bangalore (5 Days Work from Office)
Shift: 24x7 Rotational (Primarily EST)
Employment Type: Full-Time

Immediate joiners

Mandatory Skills

• Technical Service Desk experience (International process)
• US & UK voice/call handling experience
• Excellent communication skills with neutral accent
• Experience with Incident Management & ITSM/ITIL
• Knowledge of Windows OS, MS Office, VPN, Remote Access, Printers, Network Drives
• Hands-on experience with ServiceNow or similar ticketing tools
• Basic troubleshooting of hardware, software, and network issues

Key Responsibilities

• Provide L1 technical support via phone, email, chat, and web portal.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.
• Log, track, and manage incidents using ticketing tools.
• Escalate unresolved issues to appropriate support teams.
• Monitor ticket progress and ensure timely resolution.
• Follow ITIL processes, quality standards, and work schedules.
• Support users in a 24x7 rotational shift environment.

Education: Bachelor's degree (or equivalent) with 2+ years of relevant Service Desk experience.

Note: US & UK call handling experience and Technical Service Desk experience are mandatory.