Service Desk Engineer

Work Locations: Noida

Key Skills Required:

• Excellent communication skills with experience in international voice support
• Hands-on experience in mobility-related applications and desktop/general system issues
• Strong troubleshooting skills in Outlook, VPN, Citrix, and VDI
• In-depth knowledge of MS Office/O365
• Experience in Telecom domain will be an added advantage

Roles & Responsibilities:

A. Key Responsibilities

• Handle escalated calls from L1 team with high efficiency
• Resolve tickets within agreed SLA timelines
• Ensure compliance with quality standards, regulatory requirements, and company policies
• Drive positive customer experience and CSAT through effective resolution and minimal AHT
• Update worklogs and follow escalation protocols
• Manage support queues and work towards timely case closures

B. Additional Responsibilities

• Participate in shift operations and ensure process compliance
• Collaborate with cross-functional teams for issue resolution
• Contribute to knowledge base and process improvements

Certifications:

Certifications in ITIL, Microsoft, Citrix, or Telecom-related domains are preferred but not mandatory.