Service Desk Engineer- L1 and L2 Support

Job Title: Service Desk
Location: Hyderabad, TS
Experience Required: 1
Role Type/Shift : Direct Placement/NA

About The Job:
Company Name: VARITE India Private Limited

About The Client:
An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.

About The Job:

1.) L1 SD JD (E1.1/E1.2)

• Required - Exp 0.6 yrs - 3 yrs
• Education – Any Graduation
• Shift: 24x7 Rotational Shifts, 5 Days work from Office only

Key Skills & Requirements:

• Prior experience in voice-based (International Voice Support) Service Desk support
• Comfortable working in a call support environment
• Proficient with ticketing tools (preferably ServiceNow)
• Working knowledge of Active Directory and RSA Token
• Experience in troubleshooting VPN, Citrix, and VDI-related issues
• Basic proficiency in MS Office applications

Roles & Responsibilities:

• Ensure high login efficiency and availability to support customer needs
• Handle and resolve tickets within defined SLAs for volume and turnaround time
• Manage inbound calls, which constitute approximately 90% of daily tasks
• Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to relevant support teams and follow through to closure
• Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
• Deliver Level 1 remote desktop support and execute tasks as per SOPs
• Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
• Update work logs accurately and adhere to escalation protocols and process guideline

2. ) L2 JD.(E2.1)

• Required - Exp – 3+ yrs – 5 yrs
• Education – Any Graduation
• Shift: 24x7 Rotational Shifts, 5 Days work from Office

Key Skills & Requirements:

• Proven experience in voice-based (International Voice Support) Service Desk support
• Willingness to work in a call support environment
• Proficiency in ticketing tools (preferably ServiceNow)
• Strong troubleshooting skills for Outlook, VPN, Citrix, and VDI-related issues
• Advanced knowledge of MS Office and Office 365 suite

Roles & Responsibilities:

• Efficiently manage escalated calls from the L1 support team
• Resolve incidents within defined SLAs for volume and turnaround time
• Handle a high volume of inbound user calls (approx. 90% of daily tasks)
• Document and manage incidents and service requests using the Incident Management System
• Respond to user queries via phone, email, instant messaging, and ticketing platforms
• Assign tickets to appropriate support teams and ensure timely follow-up until resolution
• Diagnoses and resolve technical issues through user interaction, log analysis, and research
• Provide Level 1 remote desktop support and execute tasks as per SOPs
• Perform user account management and escalate complex issues to specialized support teams
• Evaluate, analyze, and configure PC-based software applications (e.g., word processors, spreadsheets, email clients, etc.)
• Troubleshoot client-side software and basic network connectivity issues
• Prioritize and address customer complaints and technical problems effectively
• May assist in user/operator training or contribute to documentation of training procedures
• Adhere to quality standards (voice, accent, technical monitoring), regulatory guidelines, and company policies
• Drive customer satisfaction (CSAT) through effective resolution rates, minimal AHT, and reduced ticket reopening or rejections
• Maintain accurate worklogs and follow escalation protocols and compliance processes
• Manage support queues efficiently and work proactively toward ticket closure

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India – VARITE.

Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

0-2 years

INR 5,000

2-6 years

INR 7,500

6+ years

INR 10,000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.

Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

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