Service Desk Engineer

Service Desk Engineer - Goals / KRAs

Identification, Categorization, Prioritization, and Assignment with zero errors; User confirmation before closures; First-level troubleshooting; SLA adherence for Incident/SR response & resolution; Vendor ticket logging and escalation as per SLA

Adherence to Call Abandon Rate; Average Call Handling Time adherence; Email response TAT adherence; Timely stakeholder updates

Creation of SOPs and Knowledge Base Articles (Minimum 1 per week)

Adherence to program-defined processes; Updating process documents and raising change requests wherever applicable

Weekly customer feedback rating of minimum 9/10; Compliance with Greet, Meet and User Delight standards

Timely submission of reports as defined by the Manager

Key Responsibilities

Handle Incident, Service Request, and Call Management activities.

Perform first-level troubleshooting and resolution within defined SLAs.

Ensure accurate ticket categorization, prioritization, assignment, and closure.

Maintain high customer satisfaction through effective communication and user engagement.

Create and maintain SOPs and Knowledge Base documentation.

Follow all operational processes and compliance requirements.

Participate in skill enhancement and certification programs.

Submit operational reports within stipulated timelines.