Service Desk Engineer : Gurugram : Immediate Joiner

Progressive Techserve; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Progressive Techserve in India is seeking a Service Desk Engineer to act as the first point of contact for customers seeking technical assistance via phone or email. You will troubleshoot remotely, determine optimal solutions, and guide customers through problem solving while escalating unresolved issues as needed.

The role emphasizes logging every event and resolution, updating customer status, and feeding back improvements to internal teams.

Qualifications

• Should have good communication and technical knowledge.
• Must have experience in Incident Management, Service Request Management, and Vendor Management.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions from customers to the appropriate internal team.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Must have experience in Incident Management, ServiceRequest Management, and Vendor Management.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Job description

ServiceDeskEngineer:-

• Should have good communication and technical knowledge. Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Must have experience in Incident Management,ServiceRequest Management, and Vendor Management.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.