Service Desk engineer
Tekishub Consulting Services Private Limited · Noida · onsite · Posted 48d ago
About a minute. You'll make an account on the way through.
About this role
Job Summary : Service Desk L1 (English).
LONGDESCRIPTION section. 2 of 6.
Section Title: Key Responsibilities
Key Responsibilities
Job Responsibilities : Incident & Request Management • Receive incidents and service requests via phone, email, chat, or ticketing tools. • Log, categorize, and prioritize tickets accurately. • Perform initial diagnosis and troubleshooting. • Resolve first-level issues where possible. • Update users on ticket status. • Ensure all tickets meet SLA requirements. • Follow up on pending tickets. • Escalate unresolved issues to L2/L3 teams with complete documentation. • Monitor assigned queues. • Identify priority and VIP incidents. • Escalate critical issues promptly. User Support • Password resets • Account unlocks • MFA issues • Application Issues • Basic Hardware / Network Troubleshooting • Guiding users through Resolution Steps Customer Service • Deliver professional and courteous support. • Manage user expectations. • Ensure high customer satisfaction (CSAT).
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