Service Desk Technician

Job Description

Be Part of enVista’s Next Chapter enVista is emerging stronger than ever—refocused, reenergized, and ready to lead the future of supply chain and enterprise consulting. As the premier provider of supply chain technology and strategy services, material handling automation and robotics, Microsoft solutions, and IT managed services, we bring more than 20 years of unmatched domain expertise to thousands of leading brands. We don’t just solve problems, we help our clients transform the way they work, grow, and compete. We are hiring a Level 1 Service Desk Technician to join our Managed Services Operations team. The primary focus for this role is answering support calls, triaging and management of support tickets. Successful candidates will need a basic technical knowledge of a variety of technologies and passion for the customer’s success. As a Service Desk Technician, you will provide first-line technical support via phone, email, or chat; manage and resolve IT issues, create, SLA’s and update tickets, escalate as needed, assist with scheduling, hardware, and reporting tasks, while ensuring excellent customer service and punctuality. Why enVista? Our associates are at the forefront of commerce, supply chain, and technology—developing smart, sustainable solutions that improve profitability and positively impact the world. We support our people with comprehensive onboarding and training, award and recognition programs, volunteer and affinity groups, and a strong mentoring culture. We’re committed to growing top talent—and giving them the tools to thrive. If you’re ready to step into a high-impact role with a company that’s growing, innovating, and leading the market, this is your moment. Apply today and be part of enVista’s next chapter. What You Will Do Provide live answers and call back support for phone calls received by clients requesting support. Interact with customers in response to inquiries, concerns, and requests about products and services. Create tickets in ticketing system utilizing existing processes. Gather customer/client information and determine the issue by analyzing the symptoms. Provide technical assistance with computer hardware and software as first line support including but not limited to internet connectivity, email, application errors, and more. Resolve issues for clients via phone, or electronically via email or chat. Manage tickets received to ensure tickets have required information. Ability to escalate tickets as needed while providing great customer service. Ability to track your time in a ticketing system. Research using available resources, including internal database systems. Additional tasks may include managing ticket system queues, operations coordination related to scheduling, client/internal hardware management, reports generations. Complete required training to stay current with system information, changes, and updates. Exemplary attendance and punctuality What You Will Bring Bachelors or Any degree in Computer science/BCA - Bachelors is Must 3+ years of Relevant experience into Service Desk, experience in US calling , Ticketing tools & SLA. Excellent communication and listening skills and a desire to help people. General business acumen that allows you to understand priorities and client risk. Proper phone etiquette, including using client verbiage and positive positioning. Ability to multitask between customer calls and logging of case notes. Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups. Experience with enterprise technology. Ability to adjust to constantly changing technology, processes, and team structures. Openness to constructive coaching and ability to implement performance objectives. Ability to empathize with customers. Preferred Behaviors Ability to display elevated levels of patience when working with customers daily. Showing empathy while actively listening to better understand the customer’s request. Team player that works well as a member of a group Remain detail oriented while sustaining elevated level of speed and accuracy. Self-Starter that is inspired to perform without outside help. Flexibility and well organized with ability to perform well when granted the ability to set your own schedule and goals. Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization. Ability to build relationships with customers by presenting good interpersonal skills. What We Offer Competitive Pay + Performance Bonuses– Your impact matters, and we make sure it shows in your paycheck Comprehensive Health Coverage– Group medical insurance is provided for your family, including parents, and a group accidental policy covers you Generous PTO, Paid Holidays & Volunteer Days– Recharge, celebrate, and give back with time off that supports your life and passions Peace of Mind– Enjoy company-paid Life Insurance and Short- and Long-Term Disability benefits Paid Sabbatical– After seven years of service, take a well-earned break to rest, recharge, or explore Flexible Work Options– Balance life and work with hybrid (3days in week) and remote opportunities that support how you thrive Work Location : Hyderabad Show more Show less