Role Description

Role Overview

We are looking for a Service Desk Engineer to provide end-to-end technical support and ensure a positive end-user experience. The role will be responsible for managing incidents and service requests from initial contact through resolution and closure, while adhering to defined SOPs, SLAs, and KPIs.

Key Responsibilities

- Log and manage incidents and service requests using the customer-designated Service Management/Ticketing tool.
- Own incidents and service requests from initial user contact through resolution and closure across phone, email, chat, and web channels.
- Troubleshoot and resolve user issues using the Customer Knowledge Base and available support resources.
- Coordinate with L2 teams and other support groups for timely resolution of issues requiring further technical assistance.
- Escalate unresolved incidents according to documented procedures and escalation paths.
- Create and update Knowledge Base articles when documentation gaps are identified.
- Provide best-effort support for unsupported software, services, and hardware using available resources and defined escalation channels.
- Ensure compliance with customer-defined SOPs, SLAs, and KPIs.
- Identify recurring or trending issues and communicate them during customer review meetings.
- Provide priority and expedited support to VIP users.




- Identify opportunities to enhance Service Desk capabilities and improve overall service delivery.
- Contribute to continuous service improvement and knowledge management initiatives.
- Maintain a strong focus on customer satisfaction and a positive end-user experience.

Key Skills
- ITIL
- Incident Management
- Service Request Management
- Service Level Management
- Ticketing / Service Management Systems
- Customer & End-User Support
- Knowledge Management
- Incident Escalation & Coordination
- Troubleshooting and Problem Resolution
- SLA & KPI Adherence
- Strong Communication Skills

Ideal Candidate The ideal candidate should have experience in a Service Desk / IT Support environment, with solid incident ownership, troubleshooting, customer-service, and coordination skills. The candidate should be comfortable working with multiple support teams and handling issues within defined service levels. Recruiter screening focus: Prioritize candidates with hands-on Service Desk experience, incident/service request ownership, ticketing tools, ITIL knowledge, SLA-driven support, L2 escalation coordination, and strong end-user communication.

Skills

Service Desk, ITIL, Incident Management, Service Level Management, Ticketing Systems, Customer Support, Knowledge Management

📌 Service Desk Engineer (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram