Service Desk Engineer

Job Title: Service Desk Engineer Location:Bangalore,Chennai,Noida,Hyderabad, Position Overview (Job Summary): Service Desk L1/L2 Support Engineer responsible for handling escalated technical issues, ensuring timely resolution, maintaining quality standards, and delivering excellent customer experience in an international voice support environment. Primary Skills: Excellent communication skills with International Voice Support experience Strong troubleshooting skills Mobility-related applications Desktop/general system issues Outlook, VPN, Citrix, VDI In-depth knowledge of MS Office/O365 Secondary Skills: Experience in Telecom (added advantage) Experience: 0.6 to 7 years Role and Responsibilities: A. Key Responsibilities Handle escalated calls from L1 team efficiently Resolve tickets within agreed SLA for volume and time Ensure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policies Deliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen cases Update worklogs and follow escalation processes Manage queues effectively and work toward case closure B.

Additional Responsibilities Adhere to process compliance and shift schedules Support continuous improvement initiatives Educational Qualification: Any Graduation Certifications: (Not mandatory but desirable) ITIL Foundation Microsoft Certifications (O365, Windows troubleshooting) Citrix-related certifications