Service Desk Engineer

1 day ago

Bengaluru, India Globtier Infotech Full time

Job Description:

  • Act as the first point of contact for international users seeking technical assistance via phone, email, Chat or ticketing system.
  • Flexible to work with Rotational Shifts by Providing support in multiple time zones, weekends, or on-call support as required.
  • Minimum 2 Years of Experience in IT Service Desk
  • Fluent in English US/UK accent.
  • Log, prioritize, and categorize incidents and service requests accurately using ITSM tools (e.g., ServiceNow, Manage Engine, Sapphire).
  • Diagnose and resolve software, hardware, and network-related issues, or escalate to relevant teams if needed.
  • Follow standard procedures for proper escalation and incident management.
  • Maintain communication with end users regarding the status and resolution of their issues.
  • Collaborate with cross-functional teams and regional IT staff to resolve complex technical problems.
  • Monitor the ticket queues to ensure SLA compliance and efficient response times.
  • Document solutions and contribute to the creation and maintenance of knowledge base articles.

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