Service Desk Engineer

Xceedance; Kolkata District; On-site; INR 300,000 - 520,000; Full time

Job summary

Xceedance in India is seeking a service desk professional to diagnose issues, record and categorize queries, and guide users through resolution. The role emphasizes teamwork, process improvement, and clear communication within a fast-paced support environment.

Successful candidates will monitor incidents, log records, and escalate appropriately while collaborating with system owners and technology staff to ensure reliable site operations.

Qualifications

• Experience with Service Desk.
• Ability to work as a team and develop efficient processes & workflows.
• A high level of attention to detail with solid problem solving and consultative skills.
• Strong verbal and written communication, organization, and time management skills.
• Demonstrated vendor management and negotiation skills.
• Demonstrated ability or aptitude to work cross-functionally with system and business owners, and technology staff.

Responsibilities

• Identify and diagnose issues and problems.
• Categorize and record reported queries and provide solutions.
• Support problem identification.
• Advise users on appropriate course of action.
• Monitor issues from start to resolution.
• Escalate, if needed, unresolved problems to a higher level of support.
• Receives and handles requests for service, following agreed procedures.
• Logs incidents and service requests and maintains relevant records.
• Identifies and classifies incident types and service interruptions.
• Records incidents cataloguing them by symptom and resolution.
• Acts under guidance to record and track reliability data for the Site.
• Systematically interprets user problems and identifies solutions and possible effects.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• Responds to common requests for service by providing information to enable fulfilment.
• Promptly allocates unresolved tickets as appropriate.
• Maintains records, informs users about the process, and advises relevant persons of actions taken.

Skills

Service Desk Experience

Team Collaboration

Attention to Detail

Verbal & Written Communication

Vendor Management

Cross-Functional Work

Job description

Job Responsibilities

• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support problem identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Receives and handles requests for service, following agreed procedures.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloguing them by symptom and resolution
• Acts under guidance to record and track reliability data for the Site
• Systematically interprets user problems and identifies solutions and possible effects.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• Responds to common requests for service by providing information to enable fulfilment.
• Promptly allocates unresolved tickets as appropriate.
• Maintains records, informs users about the process, and advises relevant persons of actions taken.

Qualification:

• Experience with Service Desk
• Ability to work as a team and develop efficient processes & workflows.
• A high level of attention to detail with solid problem solving and consultative skills.
• Strong verbal and written communication, organization, and time management skills.
• Demonstrated vendor management and negotiation skills.
• Demonstrated ability or aptitude to work cross-functionally with system and business owners, and technology staff.