Service Desk Specialist

Artech Infosystem Private Limited; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

Artech Infosystem Private Limited in Hyderabad is seeking a Service Desk Agent to be the first contact for customers and employees. You will log, triage, and resolve requests across multiple channels, with 24/7 rotational shifts in a fully office-based role.

The role requires 1–5 years of service desk experience, strong English communication, and familiarity with ITSM tools like ServiceNow and Jira Service Management. Expect day-to-day incident handling and SLA adherence.

Qualifications

• 1–2+ years of experience in a service desk, helpdesk, or customer support role.
• Strong written and verbal English communication skills.
• Working knowledge of ITSM/ticketing tools (ServiceNow, Jira Service Management, Zendesk, Freshservice).

Responsibilities

• Handle incidents, service requests, and queries across multiple channels (phone, email, live chat, portal, social).
• Log, categorize, prioritize, and track tickets in ITSM system.
• Provide first-line resolution using knowledge base articles and scripts.
• Escalate complex issues with clear handover notes to higher support tiers.
• Communicate ticket status and outages; meet SLA targets.
• Follow ITIL processes and create/update knowledge base articles.
• Perform on-site shift handovers and ensure continuity of service.
• Identify trends and report to Team Lead.

Skills

English communication

Multi-channel support

Customer service

Tools

ServiceNow

Jira Service Management

Zendesk

Freshservice

Job description

Title: Service Desk / IT Support Engineer

Department: IT Support / Customer Support

Experience: 1 Years - 5 Years

Work mode: On-site only (no remote or hybrid option)

Employment type: Full-time, rotational 24/7 shifts

Role Summary

We are looking for a Service Desk Agent to be the first point of contact for our customers and employees. You will log, triage, and resolve incoming requests across multiple support channels, ensuring every user receives fast, accurate, and courteous help. This is a fully office-based role, and because our service runs around the clock, it involves rotational shifts covering days, evenings, nights, weekends, and public holidays.

Key Responsibilities

• Handle incoming incidents, service requests, and queries via phone, email, live chat, self-service portal, social media, and messaging channels
• Log, categorize, prioritize, and track all tickets accurately in the ITSM/ticketing system
• Provide first-line resolution using knowledge base articles, scripts, and troubleshooting procedures
• Escalate complex or unresolved issues to second/third-line teams with clear, complete handover notes
• Communicate proactively with users on ticket status, expected resolution times, and any known outages
• Meet or exceed SLA, first-contact resolution, response time, and customer satisfaction targets
• Follow incident, problem, and change management processes in line with ITIL best practices
• Create and update knowledge base articles based on recurring issues and new solutions
• Perform in-person shift handovers to ensure continuity of service across teams
• Identify trends and recurring issues and report them to the Team Lead
• Handle sensitive information in line with security and data protection policies
• Strong written and verbal English communication skills (clear, professional, and empathetic)
• Proven ability to work in multi-channel support environments (voice, email, chat, portal, social)
• Ability to work on-site at the office for all shifts, with no remote working option
• Willingness and ability to work 24/7 rotational shifts, including nights, weekends, and holidays
• 1–2+ years of experience in a service desk, helpdesk, or customer support role
• Working knowledge of ticketing/ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk, Freshservice)