Location: [RCP Ghansoli] - Client Reliance Retail
Experience: 13 Years
Shift: 247 Rotational Shifts
Position: Service Desk Engineer – L1 Infra Voice

What You’ll Do
- Provide L1 technical support to users through voice/call support.
- Handle and resolve incidents, service requests and technical issues.
- Troubleshoot Windows, desktop, network and basic infrastructure-related issues.
- Perform initial diagnosis and provide appropriate resolution or workaround.
- Create, update and manage tickets using ServiceNow / ITSM tools.
- Escalate unresolved or complex issues to L2/L3 teams within defined SLAs.
- Monitor and maintain SLA, response and resolution timelines.
- Follow ITIL-based service desk processes and maintain proper documentation.

What We’re Looking For
- 1–3 years of experience in Service Desk / IT Helpdesk / Technical Support.
- Good knowledge of L1 Infrastructure Support.
- Hands-on experience with Windows OS, Active Directory,



basic networking, VPN, Outlook and MS Office.
- Valuable understanding of Incident Management, Service Requests and SLA.
- Experience with ServiceNow or any ITSM ticketing tool is preferred.
- Excellent communication and problem-solving skills.
- Comfortable working in 247 rotational shifts.

Keywords

Service Desk | Service Desk Engineer | L1 Support | L1 Infra | Infrastructure Support | IT Helpdesk | Technical Support | Voice Support | ITSM | ServiceNow | Incident Management | Active Directory | Windows | Networking | VPN | SLA | Desktop Support | Helpdesk

Interested candidates can apply with their updated resume.

If you are a customer-focused IT professional who enjoys troubleshooting and resolving technical issues, we’d love to hear from you

📌 Service Desk Engineer Infra Voice (Mumbai)
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