Service Desk

OSI Digital, Inc.; Hyderabad; On-site; INR 538,000 - 999,000; Full time

Job summary

OSI Digital is seeking experienced Service Desk Engineers for a fast-paced 24/7 service desk environment. The role focuses on strong communication, customer-handling, and technical support across calls, chats, email, and remote tools.

The ideal candidate will be customer-focused, quick to learn, and capable of handling multiple responsibilities while maintaining quality. Night shifts and working from the Hyderabad office are expected.

Qualifications

• Strong verbal and written communication skills.
• Excellent customer-handling and interpersonal skills.
• Ability to handle customer calls and chats quickly and professionally.
• Strong multitasking skills to manage multiple responsibilities.
• Ability to learn new processes, applications and technologies quickly.
• Proactive approach with the ability to work independently and take ownership of issues.
• Good problem-solving and troubleshooting skills.
• Willingness to work in Night Shift and Work From Office.

Responsibilities

• Handle customer calls, chats, incidents, and service requests promptly and professionally.
• Provide effective L1/L2 technical support and ensure timely resolution of end-user issues.
• Communicate clearly with customers via phone, chat, email, and remote support.
• Understand issues quickly, troubleshoot, and provide appropriate solutions.
• Manage multiple incidents while maintaining service quality.
• Follow defined processes and Service Desk procedures.
• Identify and escalate issues based on severity and impact.
• Maintain accurate ticket updates and documentation of steps.
• Collaborate with internal teams to resolve complex issues.

Skills

Communication

Customer-handling

Multi-tasking

Independent work

Troubleshooting

Problem solving

Technical support

Night shift

Willing to work from office

Job description

Location: Manila

Job Title: Service Desk Engineer Experience: 3–6 Years Location: Manila OSI Digital is looking for experienced Service Desk Engineers with strong communication, customer-handling, and technical support skills. The ideal candidate should be customer-focused, a quick learner, and capable of handling multiple responsibilities in a fast-paced 24/7 service desk environment. This position provides an opportunity to grow into advanced roles based on your experience, skillset, and performance.

Responsibilities

• Handle customer calls, chats, incidents, and service requests promptly and professionally.
• Provide effective L1/L2 technical support and ensure timely resolution of end-user issues.
• Communicate clearly with customers and provide professional support through phone, chat, email, and remote support tools.
• Understand customer issues quickly, troubleshoot problems, and provide appropriate solutions.
• Manage multiple incidents and responsibilities simultaneously while maintaining service quality.
• Follow defined processes, SOPs, and Service Desk procedures.
• Identify, prioritize, and escape issues based on severity and business impact.
• Maintain accurate ticket updates and ensure proper documentation of troubleshooting and resolution steps.
• Collaborate with internal teams to resolve complex technical and customer-related issues.
• Demonstrate a proactive approach and independently handle situations wherever possible.
• Contribute to knowledge-base articles, process improvements, and customer service enhancements.

Required Skills

• Strong verbal and written communication skills with good vocabulary and professional email/chat etiquette.
• Excellent customer-handling and interpersonal skills.
• Ability to handle customer calls and chats quickly, professionally, and effectively.
• Strong multitasking skills with the ability to manage multiple responsibilities simultaneously.
• Ability to understand and learn new processes, applications, and technologies quickly.
• Proactive approach with the ability to work independently and take ownership of issues.
• Good problem-solving, troubleshooting, and customer service skills.
• Ability to understand customer concerns and provide appropriate solutions.
• Ability to prioritize tasks and manage incidents based on urgency and business impact.
• Prior experience in Customer Support, Service Desk, Technical Support, IT Support, Sales Support, or a similar environment will be an advantage.
• Willingness to work in a Night Shift and Work From Office.

We Are Not Looking For Someone Who Is

• Not comfortable handling customer calls and chats.
• Lacking strong verbal and written communication skills.
• Not flexible with Night shifts.
• Not willing to work from office in Hyderabad