Technical Service Desk in Mumbai_Immediate joiners

Team Computers; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

Team Computers in Mumbai is seeking a Service Desk Engineer to handle incidents, service requests, and call management with focus on timely resolution and user satisfaction.

The role requires effective communication, precise ticketing, and adherence to defined SLAs. You will contribute to SOPs, knowledge base articles, and ongoing skill development while producing regular operational reports.

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.

Job description

Role & responsibilities

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.

Preferred candidate profile

Perks and benefits