Service Desk Engineer

As a Mid-Level Service Desk Engineer at Jio in Guwahati, you will play a crucial role in providing 24/7 support to users facing IT issues. Your primary responsibilities will include diagnosing and resolving technical problems, delivering prompt customer assistance, and ensuring adherence to service quality standards. You will be the main point of contact for handling service requests and IT Help Desk tickets, striving to maintain high user satisfaction. Key Responsibilities: - Receive, log, categorize, and manage technical requests from users via telephone, email, or a helpdesk system. - Monitor alerts related to the performance, health, and security of computing systems, networks, and services to ensure efficient and secure operations. - Provide first-level resolutions to customer issues and escalate unresolved queries to the next level of support promptly. - Take ownership of severity incidents and service requests, ensuring timely response, resolution, coordination, and collaboration with the appropriate business teams. - Manage and log all service requests (SR) from users through various channels such as phone, email, and portal. Categorize and prioritize service requests based on predefined criteria and SLAs. - Conduct first-line investigation and diagnosis, resolving issues upon first contact whenever possible or escalating to higher-level support when necessary. - Ensure that all faults are progressed and cleared within SLAs and defined targets, focusing on Customer Satisfaction (CSAT). - Monitor IT service performance and contribute to reports on service desk performance and user satisfaction. - Identify recurring problems, contribute to their resolution, and suggest improvements to the service desk process. Qualifications Required: - Open to working in a 24*7 shift environment. - Familiarity with working on Windows, Linux, Networking, and Cloud technologies. - Proficiency in Microsoft Excel and PowerPoint for reporting and presentations. - Excellent English communication and customer handling skills. - Proficiency in IT Service Management tools. - Knowledge of ITIL practices and methodologies. Jio, a leading player in India's telecom industry, serves over 400 million customers with a range of digital apps and services. With a commitment to growth and innovation, Jio offers comprehensive 5G solutions and cloud-native platforms. Headquartered in Navi Mumbai, Jio boasts a workforce of over 10,001 employees, driving advancements in the Media & Telecommunications sector.,