Service Desk Engineer

RENOVISION AUTOMATION SERVICES PVT.LTD; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

RENOVISION AUTOMATION SERVICES PVT.LTD is seeking a Service Desk L1 professional with around 2 years of experience to manage incoming calls and emails, diagnose issues, and provide timely solutions. The role involves taking ownership of tickets, coordinating with global IT stakeholders, and ensuring end-to-end incident/workflow management.

The incumbent will communicate clearly with customers, escalate outages to the L2 team, and contribute to daily/monthly project performance reporting.

Qualifications

• 2+ years of service desk/IT support experience.
• Excellent English written and spoken.
• Ability to handle calls and emails professionally.

Responsibilities

• Handle incoming calls and emails professionally.
• Determine best solutions based on customer details.
• Take ownership of tickets and manage them end-to-end.
• Escalate outages and coordinate with L2 support until closure.
• Identify recurring issues and communicate risks to the service management teams.
• Ensure end-to-end incident and service request workflows.
• Provide accurate information on IT products or services and suggest improvements.

Skills

English proficiency

Communication skills

Ticket management

Problem solving

Ownership & accountability

Tools

Ticketing system

Job description

Job Description – Service Desk L1 (Exp: 2 Yrs)

• Proficiency in English (written & spoken).
• Dealing with incoming calls in a professional, courteous manner over the phone and via email
• Determining the best solution based on the issue and details provided by customers
• Taking ownership of tickets and managing them in a logical and methodical manner
• Highlight/communicate the Major/scheduled service outage related information to relevant stakeholders & responsible for doing a follow up with L2 support team un l closer.
• Identify and escape repetitive issues or services risks to the service management teams
• For the Service-desk standpoint, ensure end to end response/workflow of all incident & service requests.
• Provide accurate information on IT products or services. Identify and suggest possible improvements on procedures.
• Coordination with respective Global IT stakeholders and do follow up on the ticket till closure.
• Motivate and encourage the teammates through positive communication and feedback.
• Diagnosing and resolving issues to the customers satisfaction and sharing knowledge with the team.
• Updates and reports on project performance: daily and monthly reports.
• Ensure compliance to Client requirements and adhere to Customer Policies & Procedures.
• Regular data analysis and reporting as per client's requirement.