Service Desk Engineer (L2)
iConsultera
Job Description
Job Title: Service Desk Engineer (L2) Location: Gift City, Gandhinagar Shift Timing: 02:00 PM – 11:00 PM (Monday – Friday) Job Summary We are looking for a Service Desk Analyst to act as the first point of contact for B2B users, providing technical support and resolving end-user issues related to software, hardware, and applications. The role requires strong customer service skills, adherence to SLAs, and effective issue resolution or escalation. Key Responsibilities Serve as the first point of contact for users via calls, emails, chat, and service portals.
Provide first-level technical support and resolve user issues in a timely manner. Log and track all incidents and service requests in the ticketing system as per defined processes. Ensure adherence to SLA, TAT, and service quality standards.
Troubleshoot basic software, hardware, and application-related issues. Escalate unresolved issues to the appropriate teams as per helpdesk policies. Maintain accurate records of incidents, resolutions, and user interactions.
Follow up with users to provide updates and ensure issue closure and satisfaction. Prepare and maintain MIS reports and resolution logs. Identify and suggest process improvements to enhance service quality.
Communicate user feedback, issues, and escalations to internal teams. Performance Metrics (KPIs) Adherence to SLA and turnaround time (TAT) Minimal ticket escalations High first-call resolution rate Customer satisfaction and feedback Accuracy in documentation and ticket logging Required Skills 3+ years of experience in Service Desk / IT Support Basic knowledge of Windows OS, hardware, and common applications Familiarity with ticketing tools and helpdesk systems Understanding of SLA-driven environments Strong communication and customer service skills Good problem-solving and troubleshooting abilities Preferred Qualifications Bachelor’s degree in IT, Computer Science, or related field Relevant certifications (e.g., ITIL, Microsoft – preferred) Experience in a client-facing support environment.