Service Desk - Associate

2 - 3 Years
3 Openings
Kochi, Trivandrum

As a Support Engineer, you will be responsible for resolving incidents and service requests within the agreed Service Level Agreements (SLAs). You will work closely with internal teams, customers, and vendors to ensure timely issue resolution and effective service delivery. You will follow ITIL best practices, adhere to organizational processes, and participate in proactive initiatives to improve service quality.

Key Responsibilities:

Required Skills and Knowledge:

• Technical Skills:
• Understanding of customer infrastructure and the ability to correlate system failures.
• Ability to use ITIL practices for incident and service request management.
• Familiarity with common troubleshooting steps and runbook usage.
• Communication Skills:
• Strong communication skills to lead customer/vendor calls, meetings, and collaborate effectively with cross-functional teams.
• Collaboration & Stakeholder Management:
• Ability to work across multiple teams, driving timely resolutions and sharing knowledge.
• Problem Solving:
• Analytical mindset with the ability to resolve incidents and provide solutions within SLA.
• Customer Focus:
• Strong focus on meeting customer needs and delivering high-quality service.

Desired Qualifications:

• Basic understanding of ITIL practices and frameworks.
• Prior experience in L1 or similar technical support roles.
• Familiarity with ticketing tools and service management platforms.

Additional Requirements:

• Ability to adapt to a fast-paced work environment and meet deadlines.
• Willingness to participate in continuous learning and skill development.

Service Desk, Active directory, ITIL