Technical Helpdesk_immediate Joiner

Team Computers Pvt Ltd; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Team Computers Pvt Ltd in Mumbai is seeking a Service Desk Engineer to manage incidents and service requests at the first level, ensuring timely resolutions and strict SLA adherence.

You will confirm user closures, perform troubleshooting, log and escalate tickets as needed, and create SOPs plus knowledge base articles to improve support quality. A strong emphasis on customer engagement and process compliance is required.

Responsibilities

• Handle Incident, Service Request, and Call Management activities
• Perform first-level troubleshooting and resolution within defined SLAs
• Ensure accurate ticket categorization, prioritization, assignment, and closure
• Maintain high customer satisfaction through effective communication and user engagement
• Create and maintain SOPs and Knowledge Base documentation
• Follow all operational processes and compliance requirements
• Submit operational reports within stipulated timelines

Skills

Incident management

First-level troubleshooting

SLA adherence

Knowledge base creation

Clear communication

Documentation

Tools

Ticketing system

Job description

Location:

Mumbai (All Areas)

Job Description

Service Desk Engineer - Goals / KRAs

• Identification, Categorization, Prioritization, and Assignment with zero errors


• User confirmation before closures


• First-level troubleshooting


• SLA adherence for Incident/SR response & resolution


• Vendor ticket logging and escalation as per SLAAdherence to Call Abandon Rate


• Average Call Handling Time adherence


• Email response TAT adherence


• Timely stakeholder updatesCreation of SOPs and Knowledge Base Articles (Minimum 1 per week)Adherence to program-defined processes


• Updating process documents and raising change requests wherever applicableWeekly customer feedback rating of minimum 9/10


• Compliance with Greet, Meet and User Delight standardsTimely submission of reports as defined by the ManagerKey Responsibilities

Key Responsibilities

• Handle Incident, Service Request, and Call Management activities


• Perform first-level troubleshooting and resolution within defined SLAs


• Ensure accurate ticket categorization, prioritization, assignment, and closure


• Maintain high customer satisfaction through effective communication and user engagement


• Create and maintain SOPs and Knowledge Base documentation


• Follow all operational processes and compliance requirements


• Participate in skill enhancement and certification programs


• Submit operational reports within stipulated timelines

Our Presence

DELHI

NOIDA

KOLKATA

BANGALORE

Prestige Shantiniketan - The Business Precinct, Tower-B, 2nd Floor, Whitefield Main Road, Bengaluru - 560048

GURUGRAM

PUNE