Service Desk Engineer

5 days ago

pune district, India Insiza Technologies Pvt Ltd Full time

Job Title: Service Desk Engineer

Location: Pune, India

Job Type: Full-time

Key Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing systems.
  • Provide basic troubleshooting for hardware, software, network, and application issues.
  • Accurately log all service requests, incidents, and resolutions into the ticketing system.
  • Escalate complex issues to L2/L3 teams as per escalation matrix.
  • Follow up with users to ensure issues are resolved in a timely manner.
  • Maintain and update documentation, FAQs, and knowledge base articles.
  • Ensure adherence to SLAs and provide high-quality customer service.
  • Support user account management, password resets, and system access issues.
  • Assist in the setup and maintenance of desktop systems and peripherals (printers, scanners, etc.).

Required Skills & Qualifications:

  • Bachelor’s degree in IT, Computer Science, or a related field (or pursuing relevant certifications like CompTIA A+, ITIL, MCSA).
  • 0–2 years of experience in an IT support or service desk role.
  • Basic understanding of Windows/Mac OS, Microsoft Office 365, and common enterprise applications.
  • Knowledge of ITSM tools like ServiceNow, Freshdesk, or Zendesk (preferred).
  • Strong communication and interpersonal skills.

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