Details

Senior Desktop Support Engineer

Category: IT Support

Qualification: B Tech / BE or equivalent. MCSE, ITIL

Experience: 3 - 6 Years

Location: Mumbai Bandra Kurla

Duties and Responsibilities

- Work Setting:
- 24/7 operations
- 6 working days per week with a rotating weekly off
- Key Responsibilities:
- Provide frontline user support via calls, emails, chat, and ticketing portal
- Log, track, and update tickets as per defined helpdesk procedures
- Troubleshoot, manage, and escalate issues according to helpdesk policies
- Ensure all incidents and resolutions are accurately documented
- Maintain SLAs and ensure timely ticket closures
- Record and communicate status updates and feedback to users and internal teams
- Meet KPIs related to ticket handling, call duration, turnaround time, and first-call resolution
- Monitor customer satisfaction and cost per incident
- Suggest and implement process improvements
- Actively participate in knowledge sharing and continuous improvement initiatives

📌 Senior Desktop Support Engineer (Kurla)
🏢 CTDI India
📍 Kurla