Role & responsibilities
Provides first level support for end users seeking assistance with IT and Business service issues via direct Interaction ,phone, email, and chat.
Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up.
Monitor, troubleshoot and resolve tickets in assigned queues.
Coordinate with other staff for the purpose of completing incidents and requests efficiently. Work independently to resolve customer issues with little or no supervision.
Perform other job-related duties as assigned.
Handling customer issues throughout the day.
Determining right away if they can resolve the issue or need to escalate
Work notes need to be captured appropriately when documenting customer issues and update accordingly in ticketing tool.
Email communication needs to be good when escalation to leads or supervisors is required.
Active Directory / Service Now are the basic tools that Deskside will work on day to day basis.
Hardware Inventory Management and Process.




Deploy software and hardware.

Preferred candidate profile
Applicants from diverse educational backgrounds are encouraged to apply, as all qualifications are considered eligible for employment.
Following Certifications are desirable or positive to have:
ITIL Basics.
MCSE, Hardware troubleshooting Knowledge
Possession of positive verbal and written communication skills, and a commitment to customer service are vital to this role.
Knowledge of desktop operating systems such as Windows 7,8 & 10.
Knowledge of desktop and laptop hardware repair and components
Knowledge of standard desktop software including Microsoft Office & Windows products
Working knowledge of Windows Active Directory. Adaptability to support and work in 24x7 workplace.
Willingness to learn the environments and various tools available in the organization.
A willingness to work in 24x7 shifts is mandatory.

📌 Junior Desktop Support Engineer Kozhikode
🏢 Cotiviti
📍 Kozhikode