Walk-in | Service Desk Engineer L1

Zones Corporate Solutions; Bengaluru; On-site; INR 180,000 - 300,000; Full time

Job summary

Zones Corporate Solutions invites applications for a Service Desk L1 role in Bengaluru. You will be the first contact for customers, assisting via phone, chat, and email, and you will troubleshoot desktop hardware, Windows OS, and peripherals.

The role requires strong communication and customer service, with real-time ticket creation, documentation, and adherence to SLAs. Fresh graduates with 0–0.6 months IT support experience and IT/Computer degrees are encouraged to apply.

Qualifications

• 0–0.6 months IT support experience.
• Education in IT or Computer Science.
• Willing to work in 24/7 rotational shifts.
• Strong communication and customer service skills.
• Familiarity with SOPs and KBs.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, chat & email.
• Troubleshoot and configure desktop hardware and peripherals.
• Perform remote troubleshooting and document events and resolutions.
• Follow SLAs and escalate unresolved issues to the next level.
• Walk customers through problem solving and update logs.

Skills

Excellent communication

Strong customer service

Multitasking ability

Remote troubleshooting

Education

BSc IT/ Computer

BTech/ BE

BCA

MTech

MCA

MSc Computer

Tools

Microsoft Teams

Skype

Windows OS

Job description

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for customers seeking technical assistance through various channels like phone, chat & email.
• Experience in Core IT Support, Addressing Clients Worldwide (24*7).
• Experience troubleshooting and configuring desktop hardware and associated peripherals.
• Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype)
• Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting.
• Experience working in a fast-paced environment.
• Strong customer service experience.
• Excellent communication skills is must.
• Ability to multitask well.
• Real time Ticket creation and documentation.
• Ability to perform tasks within SLAs.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the SOPs / KBs related to the issue and the relevant details provided by customers.
• Walk the customer through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures & KB articles.
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues faster.
• 24/7 rotational shift.

What you will bring to the team:

• Experience – 0- 0.6 months in IT Support
• Education – Bsc (IT, Computer) or B.Tech/ BE, BCA, M.Tech,
• MCA, Msc (Computer)

Since the openings are for Service Desk L1 roles, we request you to guide your students to prepare on:

• Basic IT Infrastructure concepts
• Hardware & Networking fundamentals
• Troubleshooting methodologies
• Customer Service fundamentals
• Basic ITIL concepts

Students with strong communication skills and a completed degree will be preferred for the role