Service Desk Engineer

Savantis Solutions India; Chennai District, Bengaluru; On-site; INR 200,000 - 420,000; Full time

Job summary

Savantis Solutions India seeks a L1 Service Desk Professional for voice-based international support in Chennai/Bangalore. 24x7 shifts, 5 days office work, Expect 0.6–7 yrs experience and graduation in any field. You will handle calls, tickets, and remote desktop tasks, ensuring quick resolution and adherence to SLAs.

Role emphasizes log accuracy, escalation discipline, and customer-first outcomes with emphasis on First Call Resolution.

Qualifications

• Experience in voice-based international service desk/support.
• Comfortable working in a call support environment.
• Proficient with ticketing tools (preferably ServiceNow).
• Working knowledge of Active Directory and RSA Token.
• Experience in troubleshooting VPN, Citrix, and VDI-related issues.
• Basic proficiency in MS Office applications.

Responsibilities

• Ensure high login efficiency and availability to support customer needs.
• Handle and resolve tickets within defined SLAs for volume and turnaround time.
• Manage inbound calls, which constitute approximately 90% of daily tasks.
• Maintain compliance with quality standards and regulatory norms.
• Respond to user queries via phone, email, IM, and ticketing systems.
• Assign incidents/work orders to relevant support teams and follow through to closure.
• Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting.
• Deliver Level 1 remote desktop support and execute tasks as per SOPs.
• Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates.
• Update work logs accurately and adhere to escalation protocols and process guidelines.

Skills

Voice-based support

Ticketing tools

Active Directory

RSA Token

VPN/ Citrix / VDI

MS Office

Education

Any Graduation

Tools

ServiceNow

Active Directory

RSA Token

VPN

Citrix

VDI

Job description

L1 SD JD (E1)/(E2)

Required - Exp 0.6 yrs - 4 yrs / 4 yrs – 7yrs

Education – Any Graduation

Location – Chennai/Bangalore

Shift: 24x7 Rotational Shifts, 5 Days work from Office only

Key Skills & Requirements:

• Prior experience in voice-based (International Voice Support) Service Desk support
• Comfortable working in a call support environment
• Proficient with ticketing tools (preferably ServiceNow)
• Working knowledge of Active Directory and RSA Token
• Experience in troubleshooting VPN, Citrix, and VDI-related issues
• Basic proficiency in MS Office applications

Roles & Responsibilities:

• Ensure high login efficiency and availability to support customer needs
• Handle and resolve tickets within defined SLAs for volume and turnaround time
• Manage inbound calls, which constitute approximately 90% of daily tasks
• Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to relevant support teams and follow through to closure
• Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
• Deliver Level 1 remote desktop support and execute tasks as per SOPs
• Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
• Update work logs accurately and adhere to escalation protocols and process guidelines