Junior Desktop Support Engineer

Cotiviti; Kozhikode district; On-site; INR 220,000 - 300,000; Full time

Job summary

Cotiviti seeks a proactive Deskside Support professional in Kerala to provide first level IT and business service assistance via phone, email and chat. You will triage issues, coordinate follow-ups, and document work notes in the ticketing system.

The role includes handling tickets, deployments, and supporting 24x7 shift coverage. Ideal candidates bring ITIL basics, familiarity with Active Directory and ServiceNow, strong communication skills, and a willingness to learn in a dynamic,

Qualifications

• ITIL basics certification desirable.
• MCSE or hardware troubleshooting knowledge desirable.
• Strong verbal and written communication essential.
• Experience with Windows desktop OS (7/8/10) preferred.

Responsibilities

• Provide first level IT and business service support via phone, email, and chat.
• Respond promptly to complaints and coordinate follow‑ups.
• Monitor, troubleshoot, and resolve tickets in assigned queues.
• Document issues and update tickets with notes in the ticketing tool.
• Assist with hardware/software deployments and inventory management.
• Work in 24x7 shifts as required.

Skills

Customer service

Communication skills

Willingness to learn

24x7 shifts

Tools

Active Directory

ServiceNow

Windows OS

Microsoft Office

Job description

Role & Responsibilities

• Provides first level support for end users seeking assistance with IT and Business service issues via direct Interaction ,phone, email, and chat.
• Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up.
• Monitor, troubleshoot and resolve tickets in assigned queues.
• Coordinate with other staff for the purpose of completing incidents and requests efficiently. Work independently to resolve customer issues with little or no supervision.
• Perform other job-related duties as assigned.
• Handling customer issues throughout the day.
• Determining right away if they can resolve the issue or need to escape.
• Work notes need to be captured appropriately when documenting customer issues and update accordingly in ticketing tool.
• Email communication needs to be good when escalation to leads or supervisors is required.
• Active Directory / Service Now are the basic tools that Deskside will work on day to day basis.
• Hardware Inventory Management and Process.
• Deploy software and hardware.

Preferred Candidate Profile

• Applicants from diverse educational backgrounds are encouraged to apply, as all qualifications are considered eligible for employment.
• Following Certifications are desirable or good to have:
• ITIL Basics.
• MCSE, Hardware troubleshooting Knowledge
• Possession of good verbal and written communication skills, and a commitment to customer service are vital to this role.
• Knowledge of desktop operating systems such as Windows 7,8 & 10.
• Knowledge of desktop and laptop hardware repair and components
• Knowledge of standard desktop software including Microsoft Office & Windows products
• Working knowledge of Windows Active Directory. Adaptability to support and work in 24x7 environment.
• Willingness to learn the environments and various tools available in the organization.
• A willingness to work in 24x7 shifts is mandatory.