Service Desk Engineer L1 Infra Voice

Location: [RCP Ghansoli] - Client Reliance Retail
Experience: 13 Years
Shift: 247 Rotational Shifts
Position: Service Desk Engineer – L1 Infra Voice

What You’ll Do

• Provide L1 technical support to users through voice/call support.
• Handle and resolve incidents, service requests and technical issues.
• Troubleshoot Windows, desktop, network and basic infrastructure-related issues.
• Perform initial diagnosis and provide appropriate resolution or workaround.
• Create, update and manage tickets using ServiceNow / ITSM tools.
• Escalate unresolved or complex issues to L2/L3 teams within defined SLAs.
• Monitor and maintain SLA, response and resolution timelines.
• Follow ITIL-based service desk processes and maintain proper documentation.

What We’re Looking For

• 1–3 years of experience in Service Desk / IT Helpdesk / Technical Support.
• Good knowledge of L1 Infrastructure Support.
• Hands-on experience with Windows OS, Active Directory, basic networking, VPN, Outlook and MS Office.
• Good understanding of Incident Management, Service Requests and SLA.
• Experience with ServiceNow or any ITSM ticketing tool is preferred.
• Excellent communication and problem-solving skills.
• Comfortable working in 247 rotational shifts.

Keywords

Service Desk | Service Desk Engineer | L1 Support | L1 Infra | Infrastructure Support | IT Helpdesk | Technical Support | Voice Support | ITSM | ServiceNow | Incident Management | Active Directory | Windows | Networking | VPN | SLA | Desktop Support | Helpdesk

Interested candidates can apply with their updated resume.

If you are a customer-focused IT professional who enjoys troubleshooting and resolving technical issues, we’d love to hear from you!