Level 1 - Service Desk Engineer

Job Title: Service Desk Engineer (L1)

Build Your Career with Cyncly in Kochi

About the Role

Key Position Responsibilities Include:

• Serve as the first point of contact for end-users, responding to customer inquiries, issues, and service requests via FreshService tickets.


• Provide exceptional customer service, ensuring timely and effective resolution of incidents and requests, adhering to defined service level agreements (SLAs).


• Log and categorize all customer interactions accurately and efficiently in the FreshService system.


• Perform initial triage, troubleshooting, and resolution of technical issues, escalating to appropriate teams or specialists when necessary.


• Follow ITIL best practices for incident management, problem management, and request fulfilment processes.


• Collaborate with technical teams to resolve complex incidents and problems, ensuring timely communication and updates to customers.


• Provide clear and concise documentation of incident details, troubleshooting steps, and resolutions in the FreshService knowledge base.


• Continuously improve the knowledge base by identifying recurring issues and suggesting updates or new articles.


• Maintain a thorough understanding of the organizations products, services, and technology infrastructure to effectively address customer inquiries and issues.


• Proactively identify opportunities to improve customer satisfaction and service delivery processes.


• Stay up to date with industry trends, emerging technologies, and best practices related to service desk operations.
  
  
  

Required Experience and Qualifications:

• Bachelor s degree in computer science, Information Technology, or a related field.


• A minimum 2-4 years of experience as a Service Desk Agent or similar customer service role in an IT environment.


• Strong knowledge and practical experience working with ITIL framework and processes.


• Proficiency in using FreshService or similar IT service management (ITSM) tools.


• Excellent verbal and written communication skills, with the ability to effectively communicate technical information to non-technical users.


• Strong problem-solving and troubleshooting skills, with the ability to follow standard procedures and escalate issues as appropriate.


• Ability to handle multiple tasks and prioritize effectively in a fast-paced, dynamic environment.


• Customer-focused mindset with a strong commitment to delivering exceptional service.


• Familiarity with common desktop and business applications, operating systems, and networking concepts.


• Ability to work independently as well as collaborate effectively in a team environment.
  
  
  

Desired Skills:

• ITIL Foundation certification.


• Experience in supporting a wide range of technologies, including hardware, software, networking, and mobile devices.


• Familiarity with remote support tools and techniques.


• Knowledge of IT security principles and best practices.


• Experience with AI tools to improve the accuracy and speed of issue resolution


• Experience with knowledge management and contributing to a knowledge base.


• Experience in analyzing service desk metrics and generating reports.
  
  
  

Working for us