Service Desk Engineer

Job Description

Service Desk Analyst –

Key Responsibilities:

• Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
• Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
• Document all customer interactions and troubleshooting steps accurately in the ticketing system.
• Escalate unresolved issues to higher-level support when necessary, following defined protocols.
• Maintain high levels of productivity and adherence to service level agreements (SLAs).

Job Description - Grade Specific

• Excellent verbal communication skills with a neutral accent and active listening abilities.
• Strong interpersonal skills to manage difficult conversations and de-escalate tense situations.
• Basic to intermediate knowledge of:
  • Windows operating systems (installation, updates, error resolution)
  • Device drivers and software compatibility
  • Hardware components and peripheral troubleshooting
  • Basic networking (Wi-Fi, LAN, IP configuration)
• Ability to multitask and work in a fast-paced environment.
• Prior experience in a voice-based technical support role is preferred.
• Willingness to work in night shifts aligned with US time zones.
• Willingness to work in rotational shifts with rotational week offs.