Service Desk Engineer

Globtier Infotech Limited; New Delhi; On-site; INR 360,000 - 480,000; Full time

Job summary

Globtier Infotech Limited in New Delhi, India, seeks an IT service desk professional to manage IT service requests and incidents, ensuring timely resolutions and clear communication with customers. The role requires collaboration with technical teams, escalation when needed, and monitoring KPIs like MTTR and first call resolution to maintain high customer satisfaction.

Ideal candidates will have 2–3 years of IT service desk experience, solid ITIL knowledge, and proficiency with ticketing tools.

Qualifications

• 2-3 years of IT service desk experience.
• Strong ITIL process knowledge for incident management.
• Proficiency with ticketing tools.
• Excellent communication under pressure.

Responsibilities

• Manage IT service requests and incidents through ticketing tools, ensuring timely resolution within SLA.
• Collaborate with technical teams to resolve complex issues, escalating when necessary to ensure minimal downtime.
• Monitor and report on KPIs such as MTTR, first call resolution, and customer satisfaction.
• Provide excellent customer support by responding promptly to queries via phone, email, or chat.

Skills

ITIL knowledge

Communication

Customer service

Tools

Ticketing tools

Job description

Roles and Responsibilities :

• Manage IT service requests and incidents through ticketing tools, ensuring timely resolution within SLA.
• Collaborate with technical teams to resolve complex issues, escalating when necessary to ensure minimal downtime.
• Monitor and report on key performance indicators (KPIs) such as mean time to repair (MTTR), first call resolution rate, and customer satisfaction ratings.
• Provide excellent customer support by responding promptly to queries via phone, email, or chat.

Job Requirements :

• 2-3 years of experience in an IT service desk environment.
• Strong understanding of ITIL processes and best practices for incident management.
• Proficiency in using ticketing tools such as [insert tool names].
• Excellent communication skills with ability to work effectively under pressure.