Service Desk Engineer- Hyderabad

3 weeks ago

Chennai, Tamil Nadu, India Diverse Lynx Full time

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

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