Service Desk Engineer / Immediate Joiner

Progressive Techserve; Mumbai Suburban; On-site; INR 240,000 - 360,000; Full time

Job summary

Progressive Techserve in Mumbai is seeking a Service Desk Engineer to handle emails and user queries related to IT issues. You will register, categorize, prioritize and assign incident and service requests within the ITSM/Ticketing tool.

Maintain ticket quality with updates, actions taken, current status and closure remarks. Escalate unresolved incidents per the escalation matrix, track aging, and keep users informed about progress, delays and timelines.

Qualifications

• Experience handling IT support tickets via ITSM systems.
• Strong communication to update users on status and resolution.
• Familiarity with incident and service request management.

Responsibilities

• Handle Emails and User queries related to IT issues.
• Register, Categorize, Prioritize and assign incident and service requests in the ITSM/Ticketing tool.
• Ensure all the tickets are updated with accurate detail, Action taken, current status and Closure Remarks.
• Escalate unsolved incidents to the appropriate support team as per the escalation matrix.
• Track ticket aging and ensure compliance with Service Level Agreement (SLA).
• Keep user informed about ticket progress, Delay and expected resolution timeline.
• Maintain daily reports for open, pending, closed and escalated tickets.
• Support incident management, Service request management and follow up activities.

Skills

Email handling

ITIL basics

Ticketing tools

Communication

Escalation management

SLA awareness

Reporting

Tools

ITSM/Ticketing tool

Job description

Service Desk Engineer JD:-

• Handle Emails and User queries related to IT issues.
• Register, Categorize, Prioritize and assign incident and service requests in the ITSM/Ticketing tool.
• Ensure all the tickets are update with accurate detail, Action taken , current status and Closure Remarks.
• Escalate unsolved incident to the appropiate support team as per the escalation matrix.
• Track ticket ageing and ensure compliance with Service level Agreeement (SLA).
• Keep user informed about ticket progree, Delay and expected resolution timeline.
• Maintain daily reports for open, pending, closed and escalated tickets.
• Support incident management, Service request management and follow up activities.