Service Desk Engineer

Requirement Details:

Primary Location:

Primary Skills:

• Strong experience in international voice-based Service Desk support
• Proficiency in ServiceNow or similar ITSM tools
• Strong troubleshooting expertise in:
• Outlook
• VPN
• Citrix
• VDI
• Advanced knowledge of MS Office & O365

Secondary Skills:

• Basic network troubleshooting
• PC software evaluation and configuration
• Ability to assist in training or documentation
• Queue management & SLA awareness

Experience:

1 to 5 years

Role and Responsibilities:

A. Key Responsibilities

• Handle and resolve escalated calls from L1 support
• Manage high volume of inbound calls (~90% of daily work)
• Diagnose issues through user interaction, log analysis, and research
• Perform user account management and escalate complex cases
• Provide remote desktop support as per SOPs
• Document incidents and service requests in Incident Management System
• Troubleshoot software, O365, and basic network issues
• Evaluate and configure PC-based applications
• Ensure SLA compliance for volume and turnaround time
• Deliver high-quality customer experience through effective resolution

B. Additional Responsibilities

• Support queue management and ticket backlog reduction
• Assist in training users or contributing to SOP/training documentation
• Maintain compliance with quality and regulatory guidelines
• Ensure accurate and complete worklog updates
• Work proactively to reduce reopen/rejection rates

Educational Qualification:

Any Graduation

Certifications (Preferred):

• ITIL Foundation
• Microsoft 365 (MS-900 / MS-100 / MS-101)
• Basic networking or desktop support certifications (optional)