Service Desk Engineer
SHI · Bengaluru · onsite · Posted 34d ago
About a minute. You'll make an account on the way through.
About this role
Job Description
The Support Executive is responsible for handling customer queries, coordinating issue resolution, maintaining service records, and ensuring smooth day-to-day support operations. The role primarily focuses on communication, coordination, and process management. The support Executive serves as a key liaison between customers, internal teams, and management to ensure timely response and resolution of requests. The position also involves tracking service tickets, ensuring adherence to SLAs, preparing reports, and maintaining documentation to support overall operational efficiency.
Key Responsibilities
- Act as the single point of contact (SPOC) for all non-technical customer and internal staff queries.
- Ensure timely response and resolution of requests in line with defined SLAs.
- Log, categorize, and track all incoming service requests, ensuring proper documentation and closure.
- Handle Sapphire Call Logging process and follow up on all calls until closure.
- Manage OEM call login process (RAM & TAC coordination) and ensure timely escalation/resolution.
- Oversee faulty pickup and swapping process, coordinating with logistics and vendors as required.
- Coordinate with engineers, vendors, and other stakeholders for issue resolution and status updates.
- Follow up on pending requests and escalate unresolved issues to the concerned authority.
- Maintain accurate service records, reports, and communication logs.
- Prepare and share daily, weekly, or monthly reports to monitor query trends and service performance.
- Coordinate with engineers, vendors, and customers for PM (Preventive Maintenance) activities.
- Collect and track CSAT (Customer Satisfaction) feedback ratings to measure service quality.
Interested can share their updated resume to [email removed] along with the below mentioned details.
Years of Experience:
Current CTC:
Expected CTC:
Notice Period:
Sourced from naukri
Skills
About SHI
SHI
Hyderabad
IN
₹3L – ₹4L PA
This role
About
SHI | Locuz; part of the SHI group of companies, is a Security led digital transformation company with its Innovation & Engineering headquarters in Hyderabad, India. We are a Security led digital transformation partner with our Innovation & Engineering hubs in Hyderabad, India. Our lineage has been building some of the largest and most complex systems across the globe which were not just technology projects but touched people. Be it setting up complete infrastructure for the Moon Mission or building a Tsunami warning system or be it one of the largest Axle Manufacturer and their 800+ workloads moved to the cloud, we have dealt with business problems of different scales. Cyber Security has been a big part of solving these problems and hence it became part of our DNA and is fundamental to all our solutions.
We believe that a modern organization needs to leverage the new toolbox which constitutes of Automation, AI, ML, Analytics, Data, Cloud and DevOps. Security is fundamental to all of those tools and is the underpinning of every solution. We have continuously focused on building assets which reduce the time to market and enable Innovation.
Our platforms like ClouTor and GANANA are pushing the envelope when it comes to CloudOps, Data & Virtualization and High-Performance Computing.
Locuz is focused on
1.CloudOps our AI/ML power platform for 360 degree Cloud Operations, from Visibility to Economics.
2.SecOps Highly mature processes, tools and standards with Zero Trust as the foundation, our customers mean-time-to-detection is reduced to half, delivering SaaS or on-prem MDR capabilities. (SIEM/SOAR)
3.HPCOps As established leaders in the industry for the past 20 years, we offer comprehensive solutions of High Performance Computing, high performance storage and application parallelization.
4.AIOps A business-centric approach to Managed Services, enabling our customers to harness the power of Intelligent Automation and Processes disrupting MTTR averages, leading to upwards of 40% savings.
5.Insight as a service A business centric data service, which targets to deliver insights to business teams from their data.
Locuz is in the forefront in delivering exceptional value to its customers by continuously innovating, automating and modernizing their environments.
About SHI: SHI International Corp. is a global leader in technology solutions, serving a diverse set of customers with software, hardware, and services that tackle their IT challenges. Based in Somerset, New Jersey, SHI provides tailored IT solutions to corporate, enterprise, public sector, and education clients. With a workforce exceeding 6,000 employees worldwide, SHI is dedicated to fostering long-term success for its customers.
Industries
Employee ratings
16 reviews
Culture
2.9
Career growth
2.9
Work-life
3.4
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