Job Title: Sr. Service Desk Engineer (L2)
Location: Kochi, India (Onsite)
Permanent - Full Time
About us:
Cyncly is a global technology powerhouse with 2,800+ employees and 70,000+ customers across 100+ countries and 46+ offices. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content.
Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.
Cyncly offers over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.
Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions,
backed by leading growth private equity firms specializing in technology.
About the Role
The Sr. Service Desk Engineer is responsible for providing exceptional customer service and technical support to end-users in a fast-paced IT environment. This role involves receiving and resolving end-user inquiries, issues, and service requests via FreshService tickets. The Service Desk Agent will follow ITIL framework and leverage FreshService tools, including AI functionality to ensure efficient incident management, problem resolution, and request fulfillment. The ideal candidate will have excellent communication skills, a robust customer-centric approach, and experience working with ITIL processes and FreshService.
Key Responsibilities
Serve as the primary L2 escalation point for end users and L1 agents, handling incidents and service requests received via FreshService tickets.
Provide exceptional customer
📌 Sr. Service Desk Engineer (Kochi)
🏢 Cyncly
📍 Kochi