Service desk/Customer support engineer - International voice process

Service desk L1 - International voice process

Experience: 1-4 Years

Location: Hyderabad (Work from office)

Shift: US Shift

Skills:

Job Description SD Experienced

Role Overview:

The Level 1 Service Desk Engineer serves as the first point of contact for customer-reported issues during supported hours. This role is strictly focused on triage, ticket creation, prioritization, communication, and escalation in accordance with defined procedures. 

Key Responsibilities

Customer Interaction & Response:

Act as the first point of contact for customers via email, support portal, or phone.

Acknowledge and respond to all incoming requests within defined First Response Time (FRT) SLAs.

Communicate clearly and professionally, setting expectations and providing status updates.

Incident Logging & Ticket Management:

Create, update, and maintain incidents in ServiceNow or the designated ITSM tool.

Ensure accurate categorization, prioritization (P1–P4), and assignment to the correct resolver group.

Maintain high-quality ticket documentation and avoid duplicate or incomplete records.

Triage (Non-Technical):

Collect and validate required information from customers to support downstream investigation.

Perform basic triage and classification only, no technical diagnostics or troubleshooting.

Identify missing information or knowledge gaps and escalate as required.

Escalation Management:

Immediately escalate Priority 1 and Priority 2 incidents to the on-call engineering team following defined escalation procedures.

Track escalated cases and ensure accurate handover between shifts.

Prepare structured shift handover summaries for the next support window.

Reporting & Documentation:

Maintain accurate records of customer interactions and ticket updates.

Support operational reporting and contribute to knowledge base updates as required.

Required Skills & Qualifications

Strong written and verbal communication skills

High attention to detail and accuracy in ticket logging and classification.

Ability to follow defined processes, SLAs, and escalation of workflows.

Familiarity with IT Service Management tools (ServiceNow preferred).

Ability to work weekend and after-hours shifts as required.

Preferred Qualifications

Prior experience in a Level 1 service desk or triage-only support role.

Exposure to SaaS or IT support environments.

ITIL Foundation certification (optional).