Service Desk Engineer

Tieto; Mohali, Chandigarh; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Cab facility

Shift allowance

Job summary

Tieto is seeking a Service Desk Engineer (L1) in Chandigarh (onsite) to join our IT team. This entry-level role serves as the first point of contact for customers, providing initial troubleshooting and IT support.

You will handle password resets, basic application support, and escalate more complex issues to L2/L3 as needed, while contributing to knowledge base articles and maintaining strong customer service standards.

Qualifications

• Entry-level IT support role requiring basic hardware/software knowledge.
• Strong communication skills to explain technical concepts to non-technical users.
• Willingness to learn and grow in a fast-paced IT support environment.

Responsibilities

• First Point of Contact: act as the initial contact for customers seeking technical assistance via phone, email or self-ticket.
• Troubleshooting: diagnose and resolve basic hardware, software, and network connectivity issues.
• Ticket Management: log and track incidents in the ticketing system with accurate documentation.
• User Support: assist users with password resets, account unlocks, and basic application support.
• Escalation: escalate complex issues to L2/L3 teams and follow up until resolution.
• Knowledge Base: contribute to internal knowledge base articles and user guides.
• Customer Service: maintain a positive, professional demeanor and deliver excellent service.
• Team Collaboration: work with IT teammates to ensure efficient issue resolution and process improvements.

Skills

Basic hardware knowledge

Basic software knowledge

Basic networking concepts

Excellent communication

Problem solving

Customer service

Adaptability

Team player

Education

B.Sc

BCA

BA

Job description

Position: Service Desk Engineer

Location: Chandigarh (All 5 days onsite)

Shift Timings: Evening shifts (US Shifts)

Note: Cab facility would be provided along with competitive shift allowance.

Job Summary:

We are seeking a highly motivated and enthusiastic Service Desk L1 Engineer to join our IT team. As an entry-level position, this role is ideal for recent graduates looking to start their careers in IT support. The Service Desk L1 Technician will be the first point of contact for customers seeking technical assistance and will provide initial support and troubleshooting for various IT issues.

Key Responsibilities:

• First Point of Contact: Serve as the initial point of contact for customers seeking technical assistance via phone, email or Self Ticket.
• Troubleshooting: Identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity.
• Ticket Management: Log and track all incidents and service requests in the ticketing system, ensuring accurate and detailed documentation.
• User Support: Assist users with password resets, account unlocks, and basic application support.
• Escalation: Escalate complex issues to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution.
• Knowledge Base: Contribute to the creation and maintenance of internal knowledge base articles and user guides.
• Customer Service: Provide exceptional customer service, maintaining a positive and professional demeanor at all times.
• Team Collaboration: Work collaboratively with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes.

Qualifications:

• Education: ( B,sc, BCA ,B.A ,)
• Technical Skills: Basic understanding of computer hardware, software, and networking concepts.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills, with a keen attention to detail.
• Customer Service: A customer-centric mindset with a passion for helping others.
• Adaptability: Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Team Player: A collaborative team player with a willingness to learn and grow.

Preferred Qualifications:

• Certifications: Relevant certifications (e.g.ITIL Foundation) are a plus but not required.
• Internship Experience: Prior internship or practical experience in an IT support role is advantageous.

What We Offer:

• Competitive salary and benefits package
• Opportunities for professional development and career advancement
• A supportive and inclusive work environment
• Hands-on training and mentorship from experienced IT professionals