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IT Service Desk Engineer (L2)

IT Service Desk Engineer (L2)

Pes Hr Services

2 - 4 years

4 - 8 Lacs

Delhi Delhi India

Posted:4 days ago| Platform: Foundit logo

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Skills Required

ticket classification severity management SPOC SLA adherence

Work Mode

On-site

Job Type

Full Time

Job Description

Act as the Single Point of Contact (SPOC) for users seeking support with IT services under scope
Acknowledge and log incoming tickets accurately through the ticketing system
Classify and prioritize tickets based on severity and business impact
Allocate appropriate category and sub-category for each ticket to ensure accurate routing
Provide initial diagnosis and attempt resolution for standard issues
Escalate unresolved or critical incidents to appropriate support teams as per escalation matrix
Monitor ticket queues and follow up to ensure timely resolution within SLA
Maintain clear documentation of ticket status, actions taken, and resolution details

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