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.