Technical Helpdesk Professional

Team Computers; Mumbai; On-site; INR 240,000 - 400,000; Full time

Job summary

Team Computers in Mumbai is seeking a Technical Helpdesk professional to join immediately as a Service Desk Engineer. The role focuses on incident management, first-level troubleshooting, and meeting SLA targets to ensure quick issue resolution.

You will handle incidents, service requests, and calls, maintain accurate ticketing, create SOPs, and contribute to knowledge base documentation while adhering to defined processes. Strong communication with users and stakeholders is essential.

Qualifications

• Minimum 1–2 years of experience in a service desk or technical helpdesk.
• Strong problem-solving and communication skills.
• Ability to work under defined SLAs and in a process-driven environment.

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.

Skills

Incident management

First-level troubleshooting

Customer communication

SLA adherence

Education

Diploma/Degree in IT/CS

Tools

ITSM tools

Job description

Technical Helpdesk_immediate Joiner

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 SLA
• Adherence to Call Abandon Rate
• Average Call Handling Time adherence
• Email response TAT adherence
• Timely stakeholder updates
• Creation of SOPs and Knowledge Base Articles (Minimum 1 per week)
• Adherence to program-defined processes
• Updating process documents and raising change requests wherever applicable
• Weekly customer feedback rating of minimum 9/10
• Compliance with Greet, Meet and User Delight standards
• Timely submission of reports as defined by the Manager

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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.