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Job Code SDE-01
Designation Service Desk Engineer
Profile of the position: Service Desk Engineer will assist end-users in identifying and solving problems related to computer hardware, software and other items via the telephone and remote desktop support
Duties and Responsibilities
  • Interface with end-users to provide problem resolution via the telephone and remote desktop support for hardware, software, and other items
  • Provide accurate and complete descriptions of problems, inquiries and requests in a problem management ticket
  • Escalate problems and requests according to established procedures.
  • Research end-user problems to determine root cause.
  • Perform junior administrative tasks, such as password resets, permission management, account creations, remote software installations, etc
  • Maintain accountability and ownership of issue/ request tickets.
  • Provide proactive end-user management notification of problems.
  • Provide closed looped contact with end-users to verify final solution and determine satisfaction level.
  • Participate in training required to develop and maintain skills necessary to support end-users..


Knowledge, Skills & Competencies
  • Work with all personnel and outside contacts to satisfy clients and achieve company goals
  • Identify areas of improvement in the company and assist in creating and implementing solutions
  • Maintain work areas in a clean and organized manner
  • Should be prompt in addressing the customer and solving the escalations
  • Team orientation
  • Ready to work in Shifts
Desired Qualification Should be holding  Masters Degree with essential certification like Hardware,Network,Software
Desired Experience

Should have 2+ yrs of Experience in providing technical services to support end-users’ computer hardware & software needs.  Demonstrated ability to work within a customer service environment.

Location Mumbai