ducation

Bachelor of Technology/Engineering(Computers)

Nationality

Any Nationality

Gender

Any

Vacancy

2 Vacancies

Job Description

Roles & Responsibilities

1. Provide first-line IT support via phone, email, and remote support.
2. Respond to customer queries and acknowledge incidents within defined SLAs.
3. Log, categorize, and update incidents using ITSM tools.
4. Escalate and assign tickets to appropriate support teams.
5. Monitor ticket progress and coordinate with resolver groups to ensure SLA compliance.
6. Follow up on pending incidents until resolution.
7. Prepare daily, weekly, and monthly service reports.
8. Maintain accurate documentation of incidents and service requests.
9. Deliver excellent customer service while adhering to IT support processes.

Desired Candidate Profile

We are looking for an IT Service Desk / L1 Support Engineer to provide first-level technical support for end users. The ideal candidate should have experience working with IT Service Management (ITSM) tools, possess strong communication skills, and have a good understanding of ITIL concepts. The role involves handling customer requests, managing incident tickets, coordinating with support teams, and ensuring SLA compliance.

Employment Type

• Full-time

Company Industry

• IT - Software Services

Department / Functional Area

• HelpdeskCustomer ServiceTelecalling

Keywords

• IT Service DeskService Desk EngineerIT HelpdeskHelp Desk ExecutiveL1 SupportTechnical Support EngineeringDesktop SupportIT Support EngineeringService Desk AnalystHelpdesk AnalystIT Operations SupportIncident ManagementITSMManageEngine
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