Role & responsibilities

- Efficiently manage escalated calls from the L1 support team
- Resolve incidents within defined SLAs for volume and turnaround time
- Handle a high volume of inbound user calls (approx. 90% of daily tasks)
- Document and manage incidents and service requests using the Incident Management System
- Respond to user queries via phone, email, instant messaging, and ticketing platforms
- Assign tickets to appropriate support teams and ensure timely follow-up until resolution
- Diagnoses and resolve technical issues through user interaction, log analysis, and research
- Provide Level 1 remote desktop support and execute tasks as per SOPs
- Perform user account management and escalate complex issues to specialized support teams
- Evaluate, analyze, and configure PC-based software applications (e.g., word processors, spreadsheets, email clients, etc.)




- Troubleshoot client-side software and basic network connectivity issues
- Prioritize and address customer complaints and technical problems effectively
- May assist in user/operator training or contribute to documentation of training procedures
- Adhere to quality standards (voice, accent, technical monitoring), regulatory guidelines, and company policies
- Drive customer satisfaction (CSAT) through effective resolution rates, minimal AHT, and reduced ticket reopening or rejections
- Maintain accurate worklogs and follow escalation protocols and compliance processes
- Manage support queues efficiently and work proactively toward ticket closure

Shift: 24x7 Rotational Shifts, 5 Days work from Office

📌 Service Desk Engineer (Chennai)
🏢 Tecnoprism
📍 Chennai