Service Desk Engineer L1 Infra Voice

Communications Test Design; Mumbai, Thane, Navi Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

Communications Test Design is seeking a Service Desk Engineer - L1 Infra Voice to support a Reliance Retail client in Mumbai. The role requires handling voice-assisted desk support from a 24/7 rotational shift schedule.

You will diagnose and resolve Windows, AD, basic networking and VPN issues, manage incidents via ServiceNow, and ensure SLAs are met under ITIL guidelines. Strong communication and problem-solving skills are essential.

Qualifications

• 1-3 years of experience in Service Desk/IT Helpdesk/Technical Support.
• Good knowledge of L1 Infrastructure Support.
• Hands-on experience with Windows OS, Active Directory, basic networking, VPN, Outlook and MS Office.
• Good understanding of Incident Management, Service Requests and SLA.
• Experience with ServiceNow or any ITSM ticketing tool is preferred.
• Excellent communication and problem-solving skills.
• Comfortable working in 247 rotational shifts.

Responsibilities

• Provide L1 technical support to users through voice/call support.
• Handle and resolve incidents, service requests and technical issues.
• Troubleshoot Windows, desktop, network and basic infrastructure-related issues.
• Perform initial diagnosis and provide appropriate resolution or workaround.
• Create, update and manage tickets using ServiceNow / ITSM tools.
• Escalate unresolved or complex issues to L2/L3 teams within defined SLAs.
• Monitor and maintain SLA, response and resolution timelines.
• Follow ITIL-based service desk processes and maintain proper documentation.

Skills

L1 Infra Support

Incident Management

SLA

Communication

Problem-solving

Tools

ServiceNow

ITSM tools

Job description

Location: [RCP Ghansoli] - Client Reliance Retail
Experience: 13 Years
Shift: 247 Rotational Shifts
Position: Service Desk Engineer - L1 Infra Voice

What You'll Do

• Provide L1 technical support to users through voice/call support.
• Handle and resolve incidents, service requests and technical issues.
• Troubleshoot Windows, desktop, network and basic infrastructure-related issues.
• Perform initial diagnosis and provide appropriate resolution or workaround.
• Create, update and manage tickets using ServiceNow / ITSM tools.
• Escalate unresolved or complex issues to L2/L3 teams within defined SLAs.
• Monitor and maintain SLA, response and resolution timelines.
• Follow ITIL-based service desk processes and maintain proper documentation.

What We're Looking For

• 1-3 years of experience in Service Desk / IT Helpdesk / Technical Support.
• Good knowledge of L1 Infrastructure Support.
• Hands-on experience with Windows OS, Active Directory, basic networking, VPN, Outlook and MS Office.
• Good understanding of Incident Management, Service Requests and SLA.
• Experience with ServiceNow or any ITSM ticketing tool is preferred.
• Excellent communication and problem-solving skills.
• Comfortable working in 247 rotational shifts.

Keywords

Service Desk | Service Desk Engineer | L1 Support | L1 Infra | Infrastructure Support | IT Helpdesk | Technical Support | Voice Support | ITSM | ServiceNow | Incident Management | Active Directory | Windows | Networking | VPN | SLA | Desktop Support | Helpdesk