Job Title: Enterprise Service Desk Advisor

4 days ago

Noida, India DIN Engineering Services (DIN) Full time

Role & responsibilities

Key Responsibilities:

  • Be part of a 24x7 Enterprise Grade Service Desk Team
  • Provide Tier 1 technical support for a wide range of Adobe products across Windows and macOS platforms.
  • Handle support requests through multiple channels including phone, chat, email, and web portal.
  • Triage, prioritize, and resolve customer issues with a focus on First Call Resolution.
  • Utilize customer insights and case history to personalize upsell recommendations, ensuring relevance and customer value.
  • Accurately log all customer interactions, incidents, and service requests in the CRM/case management system.
  • Use internal knowledge bases and technical documentation to provide accurate and timely solutions.
  • Escalate unresolved or complex issues to appropriate internal and engineering teams following escalation protocols.
  • Support software installation, deployment, and configuration activities for licensed users.
  • Guide customers through troubleshooting steps, providing clear and concise instructions.
  • Effectively manage irate customer situations with empathy, active listening, and professionalism.
  • Ensure timely customer follow-ups and updates within defined SLAs.
  • Proactively identify and report recurring issues, feature requests, and emerging trends to management.
  • Continuously update technical knowledge and skills to stay current with product updates and support best practices.

Contribute to the improvement of support processes and documentation.

  • Maintain a strong understanding of Adobe product features and usage via hands-on experience and training

Preferred candidate profile :

Required Qualifications:

  • Bachelor's degree in a technical discipline (Computer Science, IT, Engineering, etc.
  • Minimum 2 years of experience in Technical Support, Service Desk, IT Support, or similar roles with international clients is mandatory.
  • Proficient in supporting enterprise customers and business-critical environments.
  • Strong verbal and written communication skills in English with a neutral accent.
  • Demonstrated ability to manage a diverse workload in a team-oriented environment.
  • Hands-on experience with software troubleshooting in Windows and/or macOS.
  • Familiarity with remote desktop tools and help desk platforms.
  • Experience supporting or using Adobe products is a strong advantage.

Preferred Qualifications:

  • Understanding of deployment tools and technologies (e.g., MSI/MSP installers, SMS, GPO, Apple Remote Desktop).
  • Basic knowledge of Active Directory, SSO, and cloud-based technologies.
  • Familiarity with enterprise IT environments and B2B support operations.
  • Ability to recognize and adapt to different cultural and regional communication styles.
  • Strong problem-solving and analytical skills with a customer-first mindset.
  • Experience with knowledge base usage and documentation best practices

Note : Please do not apply desktop support experienced .

Interested candidate can contact at Minti : /

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