Sr Engineer - Cloud & Infra Management

Job Summary

JD for Ft Sd Account Name Franklin Templeton Companies LLC Grade P1 P2 Primary Skill Service Desk Location Hyderabad Bangalore Shift 247 Jd About the Role We are looking for a proactive and customerfocused Service Desk Analyst to provide firstlevel technical support to global users This role involves handling multichannel support calls chats emails managing incidents and ensuring timely resolution or escalation.

Key Responsibilities

• Provide 247 support in rotational shifts including weekends and US holidays
• Handle inbound calls chats and emails for technical assistance
• Log categorize and prioritize incidents using ServiceNow
• Resolve L1 technical issues and escalate when necessary
• Communicate clearly and professionally with global customers
• Ensure user satisfaction through timely updates and resolution

Required Skills

• Excellent oral and written communication skills
• Previous experience in Service Desk supporting global customers
• Strong troubleshooting and problemsolving skills
• Knowledge of Windows OS Office 365 Citrix VPN and basic networking
• Familiarity with hardwaresoftware configuration and mobile device setup
• Ability to work in rotational shifts 247

Additional Information

WFH option is restricted and allowed only in emergencies Planned leaves require 30 days prior notice medical documentation is mandatory for extended sick leave

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.