Job Title: Service Desk EngineerLocation:Bangalore,Pune,Chennai,Noida,Hyderabad,TrivandrumPosition Overview (Job Summary): Service DeskL1/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 experienceStrong troubleshooting skillsMobility-related applicationsDesktop/general system issuesOutlook, VPN, Citrix, VDIIn-depth knowledge of MS Office/O365Secondary Skills:Experience in Telecom (added advantage)Experience:0.6 to 7 yearsRole and Responsibilities:A. Key ResponsibilitiesHandle escalated calls from L1 team efficientlyResolve tickets within agreed SLA for volume and timeEnsure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policiesDeliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen casesUpdate worklogs and follow escalation processesManage queues effectively and work toward case closureB. Additional ResponsibilitiesAdhere to process compliance and shift schedulesSupport continuous improvement initiativesEducational Qualification:Any GraduationCertifications:(Not mandatory but desirable)ITIL FoundationMicrosoft Certifications (O365, Windows troubleshooting)Citrix-related certifications
Job Title
Service Desk Engineer