- Monitor the ServiceDesk tool for open and pending tickets.
- Receive and log incidents, service requests and user queries through phone, email and web.
- Categorize tickets based on category, severity, priority and user information.
- Assign incidents to the appropriate technical teams.
- Provide L1/L1.5 support and first-call resolution wherever possible.
- Troubleshoot end-user equipment and application-related issues.
- Track, update and close service desk tickets within defined SLA timelines.
- Follow up with technical teams and vendors for issue resolution.
- Manage escalations related to delays, SLA breaches and vendor issues.
- Provide regular incident status updates to users.
- Escalate unresolved issues to the appropriate L2/in office/application teams.
- Notify HMCL SPOCs regarding major incidents, system failures and emergencies.
- Monitor problem tickets and support timely closure.
- Maintain and update SOPs, knowledge base articles and error databases.
- Document problem analysis, troubleshooting steps and resolutions in the ticketing tool.
- Support continuous improvement of ServiceDesk processes and IT service delivery.
📌 Service Desk Engineer (Gurugram)
🏢 Superseva
📍 Gurugram
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.