Job Description

Hiring for Service Desk Engineer- Hyderabad
Job Summary:
The Service Desk Engineer is responsible for providing first-line technical support to internal or external users. The ideal candidate will have hands-on experience supporting IT systems, troubleshooting technical issues, and working within SLA-driven environments to ensure timely and effective resolution of incidents and service requests.
Service Desk - VOICE Profiles ONLY, with EXCELLENT COMMUNICATION and no MTI
Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Accurately log and prioritize incidents and service requests in accordance with defined SLAs.
• Monitor, track, and update service desk tickets to ensure compliance with SLA targets.
• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, software, and basic networking issues.
• Diagnose and resolve technical hardware and software issues remotely or in person.
• Escalate complex issues to higher-level support teams while maintaining ownership and communication with the end user.
• Identify recurring issues and recommend long-term solutions or process improvements.
• Assist in the documentation of knowledge base articles and standard operating procedures (SOPs).
• Support onboarding and offboarding processes, including user account creation, permissions, and device setup.
• Contribute to service performance reporting and continual improvement initiatives.

Required Skills and Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3 years of experience in an IT support or service desk role.
• Demonstrated experience working with and meeting Service Level Agreements (SLAs).
• Strong understanding of Windows and macOS operating systems.
• Experience with Active Directory, Office 365, remote desktop tools, and VPNs.
• Familiarity with service desk/ticketing systems (e.g., ServiceNow, Freshservice, Jira).
• Excellent communication, interpersonal, and customer service skills.
• Ability to manage and prioritize multiple tasks in a high-pressure, SLA-driven environment.

Skills Required