Service Desk Professional

Job Title: Service Desk Engineer

Experience: 3-6 Years

Location: Hyderabad, India

Shift: Night Shift (9 PM to 6 AM) IST

OSI Digital is looking for experienced Service Desk Engineers with strong communication, customer-handling, and technical support skills. The ideal candidate should be customer-focused, a quick learner, and capable of handling multiple responsibilities in a fast-paced 24/7 service desk environment. This position provides an opportunity to grow into advanced roles based on your experience, skillset, and performance.

Responsibilities:

• Handle customer calls, chats, incidents, and service requests promptly and professionally.
• Provide effective L1/L2 technical support and ensure timely resolution of end-user issues.
• Communicate clearly with customers and provide professional support through phone, chat, email, and remote support tools.
• Understand customer issues quickly, troubleshoot problems, and provide appropriate solutions.
• Manage multiple incidents and responsibilities simultaneously while maintaining service quality.
• Follow defined processes, SOPs, and Service Desk procedures.
• Identify, prioritize, and escalate issues based on severity and business impact.
• Maintain accurate ticket updates and ensure proper documentation of troubleshooting and resolution steps.
• Collaborate with internal teams to resolve complex technical and customer-related issues.
• Demonstrate a proactive approach and independently handle situations wherever possible.
• Contribute to knowledge-base articles, process improvements, and customer service enhancements.

Required Skills:

• Strong verbal and written communication skills with good vocabulary and professional email/chat etiquette.
• Excellent customer-handling and interpersonal skills.
• Ability to handle customer calls and chats quickly, professionally, and effectively.
• Strong multitasking skills with the ability to manage multiple responsibilities simultaneously.
• Ability to understand and learn new processes, applications, and technologies quickly.
• Proactive approach with the ability to work independently and take ownership of issues.
• Good problem-solving, troubleshooting, and customer service skills.
• Ability to understand customer concerns and provide appropriate solutions.
• Ability to prioritize tasks and manage incidents based on urgency and business impact.
• Prior experience in Customer Support, Service Desk, Technical Support, IT Support, Sales Support, or a similar environment will be an advantage.
• Willingness to work in a Night Shift and Work From Office.

We are not looking for someone who is:

• Not comfortable handling customer calls and chats.
• Lacking strong verbal and written communication skills.
• Not flexible with Night shifts.
• Not willing to work from office in Hyderabad