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InfoTechvia Client Requirement
Service Desk Engineer
Position Closed Chennai Full-time 1.8 Yrs 5 LPA
A Service Desk Engineer is the first point of contact for users experiencing IT-related issues. They provide technical support, troubleshoot hardware, software, network, and application problems, and ensure incidents are resolved or escalated within the defined Service Level Agreements (SLAs).
What You'll Do
- Act as the first point of contact for users via phone, email, and chat.
- Log, categorize, prioritize, and track incidents using ITSM tools.
- Diagnose and resolve first-level technical issues.
- Perform user account management, password resets, and software installations.
- Escalate unresolved issues to L2/L3 support while providing regular user updates.
- Ensure adherence to SLA timelines and service quality standards.
- Maintain and update the Knowledge Base with issue resolutions and best practices.
- Deliver excellent customer service and ensure timely incident resolution.
What We're Looking For
- Experience in Service Desk / IT Helpdesk Support
- ✅ Hands-on experience with ServiceNow or other ITSM/Ticketing Tools
- ✅ Strong understanding of Incident Management & SLA Management
- ✅ Experience in Ticket Logging, Categorization & Prioritization
- ✅ Knowledge of Ticketing Tools (ServiceNow, Jira, Freshservice, etc.)
- ✅ Basic troubleshooting of Windows OS, Software, Network & Hardware Issues
- ✅ Password Reset, User Access Management & Software Installation
- ✅ Experience in Escalating Issues to L2/L3 Support Teams
- ✅ Excellent Verbal & Written Communication Skills
- Candidates must attend a face-to-face interview on 16th July, and only immediate joiners should apply
Talk to Our Placement Team
This role is closed, but our placement officers can match you to similar openings.