Service Desk Engineer

1 week ago

Bengaluru Vishwavidyalaya Bengaluru Karnataka, India Convivo Technologies Full time ₹ 2,80,000 - ₹ 4,20,000 per year

Position: Service Desk Engineer (Remote Office)

Location: India

Reports: Head of Infrastructure – Abu Dhabi

Role Overview:

Service Desk Engineer is responsible for remotely supporting to resolve level 1 technical issues. The Engineer as the point of contact for the customers to support with IT requests, will have to manage the service ticket prioritization, liaising with field engineers and generate reports for operations.

Key Responsibilities:

  • Providing Level 1 remote technical assistance, receiving incidents, service requests, and customer queries via telephone and e-mails.
  • Attempt to resolve requests by prioritizing and taking ownership to follow-up and ensure resolution for every opened case.
  • Support continuity among working teams by generating daily service desk reports highlighting continuing needs, irregularities, and repeated incidents. Liaise between customers and senior engineers to resolve critical incidents.
  • Conduct customer surveys and provide feedback to improve processes and procedures within the team, allowing strong service-focused deliverables.
  • Generate daily and weekly service desk reports.
  • Promote Convivo services and participate actively in marketing campaigns.

Required Skills

Strong ability to communicate technical information, both verbal and written, to a wide range of end-users and field engineers.

  • Standard installation, configuration and troubleshooting of Windows 10, Office 365 and other standard software.
  • Configuration and troubleshooting of end-user devices - Computer hardware, mobile phones,
  • printers/scanners, card readers and conferencing devices.
  • Excellent organization and time management skills to manage multiple incidents or customers at a time.
  • Knowledge on infrastructure servers – Active Directory, DHCP, FileServer, PrintServer, DNS etc.
  • Basics networking skills.
  • ITIL or Azure/AWS knowledge is a plus.

A typical Day at work:

  • Attending Customer calls and generating service tickets.
  • Troubleshooting and resolving technical problem remotely.
  • Fulfilling standard service requests.
  • Liaising with onsite engineers in UAE to provide onsite support when needed.
  • Performing routine tasks such as verifying backups, health checks, preparing reports etc.
  • Sharing feedbacks for improvement of service desk operations.

Key Relationships

  • Customers and Technical team.
  • Senior Engineers & Field Engineers.
  • Head of Infrastructure.

Professional Requirements

  • Ability to handle customers remotely.
  • Ability to explain liaise with remote engineers for customer support.
  • Good speaking and writing skills.

Character Competency:

  • Good Service oriented.
  • Ability to work with users diplomatically and skillfully.
  • Self-motivated.
  • Customer focused.
  • Multitask workload.
  • Reliable.
  • Strong technical skills.
  • Ability to work under pressure.
  • Adaptable.

Physical Effort and Work Environment

  • Duties performed are from remote office in India.

Minimum Requirement

  • Bachelor's degree in information technology.
  • More than 2 years' experience in IT field.
  • Good communication skill.
  • Cisco and Microsoft certification is a plus.

Job Type: Full-time

Pay: ₹20, ₹35,000.00 per month

Education:

  • Bachelor's (Preferred)

Experience:

  • total work: 3 years (Required)

  • Service Desk

    2 weeks ago

    Bengaluru, Karnataka, India CSC (Corporation Service Company) Full time

    **Role: Associate Service Desk Analyst** **Location: Bangalore** **Schedule: Rotational** **Working Model: Hybrid** **Introduction**: The primary role of this position is to service the IT support needs of our end-users and clients in a demanding and result-oriented environment. You will be responsible for providing both onsite and remote support. This...

  • Service Desk engineer

    6 days ago

    Bengaluru, India Axiom Software Solutions Limited Full time

    Proven work experience as a Service Desk Engineer or similar role • Strong knowledge of Windows and Mac operating systems • Familiarity with network troubleshooting and network configurations • Excellent customer service and communication skills • Ability to diagnose and resolve hardware and software issues • Attention to detail and problem-solving...

  • Service Desk Coordinator

    10 hours ago

    Bengaluru, Karnataka, India Power Bridge Systems Full time

    **About Us**: Power Bridge is a customer centric AV & IT Infrastructure Solution & Services Provider, pivoting to bridge the Gap between innovative IT products, solutions and Customer needs. With Offices in Bangalore (HQ) and Hyderabad, we boast the capabilities and operational excellence to execute projects for our customers across India. Our Passionate...

  • Service Desk Executive

    2 weeks ago

    Bengaluru, Karnataka, India Harman International Full time

    Location: - Bangalore - Karnataka, India - EOIZ Industrial Area - Job Family: - Engineering - Worker Type Reference: - Expat - Permanent - Pay Rate Type: - Salary - JOB ID: - R-38959-2024 **Description & Requirements**: Service Desk Executive ( 4 years Experience) What to expect - Good communication and writing skills. - Hands-on experience with all...

  • Service Desk

    1 week ago

    Bengaluru, India kiash solutions LLP Full time

    **Position Summary** The individual in this role will be a leader and critical thinker to join our Managed Services team. In this role, you will be reviewing, assigning, and responding to tickets created by customers in our existing JIRA system. You will also be responsible for managing the JIRA environment, recommending workflow enhancements, and executing...

  • IT Service Desk Support

    4 days ago

    Bengaluru, Karnataka, India GLOINNT Full time

    **Role: IT Service Desk Support** **Location: Bangalore** **Experience: 6 months to 2 years** **Notice Period: Immediate Joiners** **Responsibilities**: - Provide Service Desk Voice Support to end-users for IT-related queries. - Manage IT Service Desk operations, troubleshoot issues, and escalate as required. - Maintain SLAs and deliver exceptional...

  • Service Desk Engineer

    1 week ago

    Bengaluru, India Eurofins Full time

    Job Description Service Desk Leadership Lead and manage the Service Desk team to provide timely and effective support to end users. Own Incident, Service Request, and Change Management processes (ITIL aligned). Monitor service desk performance metrics and ensure SLAs are consistently met. Act as the primary escalation point for unresolved or high-priority...

  • Service Desk Engineer

    1 day ago

    Bangalore, Karnataka, India Betsol Full time

    Company Description BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries BETSOL team holds several engineering patents is recognized with industry awards and BETSOL maintains a net promoter score that is 2x the industry average BETSOL s open-source backup and recovery...

  • Japanese IT Service Desk

    1 week ago

    Bengaluru, Karnataka, India impact pvt Full time

    Role : Japanese IT Service Desk Experience : Min 2 years of experience into Japanese IT Service Desk Location : Bangalore Salary : Up to 7.5 LPA Education : Graduation Notice : immediate to 15 Days Language : English and Japanese Mandatory Shift : Night Shift Pay: Up to ₹750,000.00 per year **Benefits**: - Provident Fund Shift: - Night...

  • Service Desk

    2 days ago

    Bengaluru, Karnataka, India Anya Consultancy Services Full time ₹ 2,40,000 - ₹ 6,00,000 per year

    Position: L1 Service Desk / Technical Support (Freshers)Location: Bangalore / Coimbatore (Work-from-Home option available)About the Role:We are looking for enthusiastic fresh graduates to join our L1 Service Desk / Technical Support team. This role offers exposure to technical support operations with opportunities to grow into L2/L3 roles and eventually...