Desktop Support Engineer

NLB Services; Dadri; On-site; INR 300,000 - 540,000; Full time

Job summary

NLB Services is seeking an experienced voice-support specialist to handle inbound calls from store associates and managers. You will use ServiceNow to log and categorize issues, surface resolutions with Agent Assist, and resolve POS and back-office problems on first contact.

The role requires rotating shifts in a 24/7 environment and a clear, neutral English accent. You will contribute to incident management, maintain real-time ticket updates, and participate in daily team huddles to address

Qualifications

• 1–3 years in voice-led support roles.
• Neutral English accent—intelligible to US store associates.
• Hands-on ServiceNow experience – incident creation, categorization, transfer, closure.
• Familiarity with POS or retail technology platforms: NCR, Verifone, Toshiba, Oracle Retail, or similar.
• Comfortable on phones for 6+ hours per shift in a high-volume environment.
• Willingness to rotate shifts including nights and weekends in a 24/7 environment.
• Strong active-listening skills – translate symptoms into categorized tickets.

Responsibilities

• Answer inbound calls within 30 seconds and meet an 85% attainment target.
• Open and categorize tickets in ServiceNow within 30 seconds.
• Use Agent Assist (Claude-powered RAG) to surface the right resolution steps.
• Resolve POS issues, outages, scanner/printer problems, password resets, access requests on first contact.
• Diagnose register-down issues including network connectivity and payment terminal pairing.
• Handle Manager Portal and back-office issues including login problems and data sync.
• Escalate to L2 with full context and document what was attempted.
• Log every action in ServiceNow and complete end-of-call wrap with CSAT.

Skills

ServiceNow

Voice support

Incident management

POS systems

Active listening

Customer service

Call center operations

Tools

Cisco UCCX

Job description

Role & responsibilities

Answer inbound calls from Client store associates and managers within the 30-second call answer target (85% attainment).

• Open and categorize tickets in ServiceNow during the call priority correctly assigned within 30 seconds.
• Use Agent Assist (Claude-powered RAG over runbooks) to surface the right resolution steps; follow the guided procedure.
• Resolve POS issues, payment partial outages, scanner/printer problems, password resets, access requests, and how-to questions on first contact where possible.
• Diagnose register-down issues including network connectivity, payment terminal pairing, software re-launch procedures.
• Handle Manager Portal and back-office app issues including login problems, report generation, and data sync issues.
• Escalate to L2 with full context when the issue exceeds the runbook scope never escape without documenting what was already attempted.
• For P1 'store-down' calls, follow the priority protocol: notify L2 immediately, get the store associate into the bridge, do not drop until resolution.
• Maintain real-time ticket update discipline — every step taken is logged in ServiceNow before moving on.
• Run end-of-call wrap correctly: code the ticket, capture CSAT survey, close the loop.
• Participate in daily team huddle at shift start; flag any recurring issues for the daily ops review.
• Maintain shift readiness: phones answered within 30s, queue depth managed, no extended adherence breaches.

Preferred candidate profile

• 1–3 years in voice-led support roles (international help desk, BPO, technical support, customer service for technology products).
• Neutral English accent — must be intelligible to US store associates (regional US Southern English speakers); test required at hiring.
• Hands-on ServiceNow experience – incident creation, categorization, transfer, closure.
• Familiarity with at least one POS or retail technology platform: NCR, Verifone, Toshiba, Oracle Retail, or similar.
• Comfortable on phones for 6+ hours per shift in a high-volume environment.
• Comfortable working rotating shifts including nights and weekends in a 247 environment.
• Strong active-listening skills – able to hear a panicked store associate's symptom and translate to a categorized ticket.
• Familiarity with Cisco UCCX or equivalent call center platform.