Job Title: Service Desk Engineer
Experience: 3–6 Years
Location: Hyderabad, India
Shift: Night Shift (9 PM to 6 AM) IST
OSI Digital is looking for experienced Service Desk Engineers with strong communication, customer-handling, and technical support skills. The ideal candidate should be customer-focused, a quick learner, and capable of handling multiple responsibilities in a fast-paced 24/7 service desk environment. This position provides an opportunity to grow into advanced roles based on your experience, skillset, and performance.
Responsibilities:
- Handle customer calls, chats, incidents, and service requests promptly and professionally.
- Provide effective L1/L2 technical support and ensure timely resolution of end-user issues.
- Communicate clearly with customers and provide professional support through phone, chat, email, and remote support tools.
- Understand customer issues quickly, troubleshoot problems, and provide appropriate solutions.
- Manage multiple incidents and responsibilities simultaneously while maintaining service quality.
- Follow defined processes, SOPs,



and Service Desk procedures.
- Identify, prioritize, and escalate issues based on severity and business impact.
- Maintain accurate ticket updates and ensure proper documentation of troubleshooting and resolution steps.
- Collaborate with internal teams to resolve complex technical and customer-related issues.
- Demonstrate a proactive approach and independently handle situations wherever possible.
- Contribute to knowledge-base articles, process improvements, and customer service enhancements.

Required Skills:
- Strong verbal and written communication skills with valuable vocabulary and professional email/chat etiquette.
- Excellent customer-handling and interpersonal skills.
- Ability to handle customer calls and chats quickly, professionally, and effectively.
- Strong multitasking skills with the ability to manage multiple responsibilities simultaneously.
- Ability to understand and learn ne

📌 Service Desk (Hyderabad)
🏢 OSI Digital
📍 Hyderabad