Service Desk Engineer

Required Skills & Qualifications:

• Graduate in any discipline (Preferably BCA, BSc Computer Science or BTech)

• Minimum 1 year of experience in technical/customer support industry

• Strong knowledge of Computer hardware components, Windows OS, MS

Office, and common software tools.

• Familiarity with network printers, LAN configurations, and IP settings.

• Basic understanding of networking concepts (LAN/WAN, IP, DNS).

• Good communication and problem-solving skills. Fluency in Hindi must if hired

for India team.

• Ability to work independently and handle multiple service requests.

Minimum Skills & Competencies

1. Technical Skills

• Intermediate to advance knowledge of:

• Windows OS (Installation, troubleshooting, updates)
• Printer setup and troubleshooting (Inkjet, LaserJet)
• Networking fundamentals (Wi-Fi configuration, LAN troubleshooting)

2. Communication Skills

• Excellent verbal and written English communication

• Ability to explain technical terms in simple language

• Active listening and empathy

• Clear and concise documentation of customer issues and resolutions

3. Customer Service Skills

• Patience and professionalism in handling customers

• Ability to de-escalate tense situations

• Focus on first-call resolution (FCR) while maintaining customer satisfaction

• Follow-up and commitment to customer callbacks if required

5. Behavioural Competencies

• Dependability and punctuality

• Flexibility to work in shifts and during weekends

• Team collaboration

• Quick learner with adaptability to frequent changes in tools/processes

6. KPIs / Performance Benchmarks

• Average Handle Time (AHT)

• Productivity (No of calls handled)

• First Call Resolution (FCR)

• Customer Satisfaction (CSAT)

• Case quality scores and process compliance